Director of Franchise Operations

ABOUT FERNCREST

Ferncrest exists at the intersection of the outdoors and genuine hospitality. We build glamping destinations that give guests something they can't get from a hotel or a tent — a real experience, thoughtfully designed from arrival to departure. We're growing a national franchise network, and we're doing it the right way: with consistency, strong systems, and a guest experience that travels across every property we open. We're early. The operating system doesn't fully exist yet. That's exactly why we're hiring for this role.

THE OPPORTUNITY

This is a builder role. You won't step into a fully built machine — you'll design it, document it, and scale it across a growing network of franchise locations. As Director of Franchise Operations, you take over once a property is ready to open and own everything that follows: the guest journey, customer service, franchise performance, brand standards, and the systems that make it all repeatable. You'll report directly to the Co-Founder and serve as the operational backbone of the brand. If you thrive in ambiguity, love turning messy real-world problems into structured solutions, and want to build something that lasts — this is the role.

WHAT YOU'LL OWN

Franchise Operations Serve as the primary operational partner to franchisees from pre-opening through ongoing performance Build the onboarding, support, and audit systems that keep franchisees aligned and accountable Enforce brand standards with a persuade-first, enforce-second approach Guest Experience Design and implement the end-to-end guest journey — from booking through post-stay feedback Translate brand ideas into scalable, repeatable systems across all properties Customer Service Directly manage a remote CS team of four Build the decision frameworks, escalation paths, and communication standards that allow the team to operate independently Operating Playbook Own the Ferncrest SOP library, training materials, and operational checklists Define what's standardized vs. flexible across properties Systems & Technology Diagnose inefficiencies across the current tech stack (Cloudbeds, Akia, etc.) Define system architecture and introduce AI-driven workflows where they improve speed and consistency Property Oversight Directly oversee operations at flagship and company-managed properties Use internal properties as a testing ground before scaling to franchisees

WHAT SUCCESS LOOKS LIKE AFTER 12 MONTHS

Franchisees know how to operate and feel supported Customer service runs on systems, not escalation Clear playbooks exist for pre-opening, CS decisions, and franchise management The tech stack is simplified and more integrated AI is meaningfully improving communication and efficiency

WHAT WE'RE LOOKING FOR

7-10+ years in multi-unit or franchise operations Proven experience building SOPs, playbooks, and audit/QA systems from scratch Strong systems thinker — you see patterns, identify gaps, and create structure High emotional intelligence; can manage relationships while holding people accountable Comfortable with ambiguity and energized by early-stage environments Familiarity with hospitality, fitness, retail, or other multi-unit consumer businesses preferred Proficiency with operational tech; ability to define workflows (no coding required) TRAVEL Up to ~75% during peak periods for property openings, audits, training rollouts, and troubleshooting.

LOCATION

Tampa, FL preferred (33602). Open to U.S.-based candidates for the right fit. Hybrid with frequent site travel.

Pay:

$130,000.00 - $150,000.00 per year

Benefits:

Dental insurance Health insurance Life insurance Paid time off Relocation assistance Vision insurance

Work Location:

Remote