Manages franchisee marketing onboarding and offboarding workflows, digital location profiles, call tracking systems, FranConnect administration, QR code creation, CTN routing, and marketing asset setup. Serves as the technical marketing systems subject matter expert, troubleshoots platform and attribution issues, maintains data accuracy, coordinates with field marketing, and improves operational processes, service-level performance, and campaign readiness.
Authority Brands Inc. is a leading provider of home services, building brands that support the success of our franchisees, as well as bettering the lives of the homeowners we serve and the people we employ.
The Marketing Operations Manager plays a critical role within the digital Center of Excellence team, supporting franchisees and driving efficiency across core marketing systems, platforms, and workflows. Serving as the primary point of contact for technical marketing tools, this position is responsible for managing the end-to-end franchisee onboarding and offboarding lifecycles, maintaining digital location data, and administering call tracking systems. By collaborating closely with cross-functional partners like the Field Marketing team and optimizing workflow processes, the Marketing Operations Manager enables franchisees to launch high-impact local marketing campaigns quickly, accurately, and seamlessly.
Responsibilities
- Franchisee Lifecycle Management: Own and execute the onboarding and offboarding workflows for new and terminating franchisees; collaborate closely with the field marketing team to align workflows and ensure new owners can launch marketing initiatives immediately upon launch.
- Website & Digital Location Management: Timely and accurately stand up, update, or take down franchise location profiles and information on brand websites and digital platforms.
- Call Tracking System Administration: Serve as primary administrator for call tracking platforms (Callcap, Marchex, and Call Tracking Numbers/CTNs), managing intake requests, monitoring performance, and troubleshooting line or attribution issues with prompt turnaround times.
- System Subject Matter Expertise: Act as the internal subject matter expert for FranConnect, providing platform guidance, workflow support, and system administration to cross-functional stakeholders.
- Operational Process & Resource Execution: Oversee recurring operational deliverables, including custom QR code creation, CTN routing requests, and standardized marketing asset setups, ensuring consistency and accuracy.
- Process Improvement & Workflow Optimization: Continuously audit existing administrative processes to identify bottlenecks, streamline cross-functional workflows, and enhance overall operational speed and efficiency.
Success Measures (KPIs)
- Turnaround Efficiency: Meeting or exceeding target SLA turnaround times for Callcap, Marchex, CTN setup, and website location updates.
- Onboarding Speed & Campaign Readiness: Seamless execution of onboarding milestones in coordination with Sure Start, minimizing time-to-market for new franchisee marketing campaigns.
- System & Tracking Accuracy: High data accuracy across FranConnect records, digital location profiles, and call-tracking routing setups with minimal error rates or call drops.
- Process SLA Compliance: Measurable reduction in support ticket backlogs and operational resolution times across supported franchisee systems.
Experience & Qualifications
- 5-7 years experience in a marketing operations, franchise support, or digital system administration role with a focus on process optimization and system management.
- Hands-on experience with marketing operation tools, call tracking software (e.g., Callcap, Marchex), CRM/franchise management systems (e.g., FranConnect), and digital asset generation.
- Understanding of franchise models, home services, multi-location digital marketing, or local lead generation frameworks is strongly preferred.
We believe our greatest assets are our employees, we offer competitive salaries and a full benefits package to include, PTO, paid holidays, 401(k) and more.
Authority Brands Inc. conducts drug screens and background checks on applicants who accept employment offers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions however we do not sponsor Visa’s at this time.
Authority Brands Inc. is an Equal Opportunity Employer
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