iffy Lube International
Job Description
The Manager of Franchise Standards and Compliance will be the torch bearer for delivering on the Jiffy Lube vision… Consistently Jiffy. This role will be responsible for developing the Jiffy Lube standards, ensuring those standards are successfully implemented, and deploying resources to address shortfalls to ensure that every customer experience across the 2,000+ Jiffy Lube service centers is delivered in a consistent way that exceeds expectations.
Key Responsibilities
- Lead a team of 6 FTEs in developing standards, monitoring performance against those standards, deploying resources to address shortfalls, and accurately billing franchisees for the use of the Jiffy Lube system.
- Owner of the Jiffy Lube Policy & Procedures Manual, which requires individual to work cross‑functionally across the organization to ensure all aspects of our offer including operation marketing, construction, HSSE, customer service, fleet, technology are accurately reflected in the manual, publishing updates as market conditions and/or changes to the business model dictate.
- Accountable for all compliance management activities, including monitoring, courtesy notifications, default notifications and, if necessary, termination of Franchise Agreements.
- Accountable for ensuring that there is a robust process in place to actively monitor all sites for compliance to the standards, which is currently accomplished leveraging 3rd party vendor and the STAR Audit process.
- Whenever deficiencies are identified, ensure resources (including resources within own remit that are subject matter experts with respect to all matters of operations) are deployed to address and resolve any deficiencies.
- Manage the billing process for all Jiffy Lube provided services (Royalties, POS Fees, Marketing Fees, etc), which will also require exerting commercial leverage afforded in our contracts as necessary to help drive compliance to the standards.
Dimensions
The total annual Revenue for Jiffy Lube International is $2.2bln, delivered via almost 2,100 service centers and approximately 120 companies. As with all Franchise systems, the customer doesn’t know who owns or operates the service center – they only know the brand – as such, this role is of the utmost importance in preserving the value of the brand for not just Shell and JLI but also for every Franchisee that has invested into the brand.
Requirements
- Bachelor’s degree, from a Business discipline preferred
- A minimum 10 years of experience, which includes front line operations experience in a franchised business is required as the individual must have a detailed understanding of standards and how to operationalize those standards to be effective in role and develop credibility with Franchisee community.
- Experience in the development and implementation of process and standards is preferred.
- A leader that has the ability to be balanced in their approach to ensure that the process and standards are:
executable across a diverse franchisee community
will be valued by both Franchisees and customers
allows us to deliver on our vision of Consistently Jiffy
- Desire to develop and foster solid business relationships with colleagues, stakeholders, and partners, including franchisees and suppliers.
- Ability to deliver under pressure, prioritize and pivot projects accordingly to manage critical issues.
- Problem solver who challenges the current status quo and seeks opportunities for process improvement.