Administrative & Systems Specialist

Administrative & Systems Specialist at NEAT Method Administrative & Systems Specialist at NEAT Method in Cambridge, Massachusetts Posted in 6 days ago.

Type:

full-time

Job Description:

Department:

Franchise OperationsReports To:

Sr Director, Franchise OperationsPosition SummaryThe Administrative & Systems Specialist is the operational and technical backbone of our franchise network. This role blends sharp administrative skills with hands-on systems expertise keeping our people organized, our data clean, and our franchisees supported. You'll serve as the primary technical contact for franchise owners while providing critical administrative and analytical support to Regional Directors to drive compliance, performance, and operational excellence across all locations.

If you're someone who thrives on structure, loves a well-built spreadsheet, and takes pride in making complex systems run smoothly, this role was made for you.

Key ResponsibilitiesAdministrative SupportProvide day-to-day administrative support to the Franchise team, including scheduling, correspondence, reporting, and document managementPrepare, organize, and maintain operational records, files, and internal databases with a high degree of accuracyCoordinate cross-departmental communication to ensure timely follow-up on action items and prioritiesSupport onboarding logistics for new franchise locations, including system setup, documentation, and communicationsSystem Implementation & MaintenanceDeploy and configure franchise management systems, CRM platforms, and operational software for new and existing franchise locationsConduct system testing and quality assurance prior to franchise rolloutsTroubleshoot technical issues and provide timely, solutions-oriented resolution to franchiseesMaintain system documentation, user guides, and training materialsCoordinate with IT and software vendors for system updates and enhancementsServe as the in-house point of contact and resource for current franchise systems including Thryv (CRM), Clare (Intranet), Sortly (Inventory Management), Canva, Kajabi (Training), and Canto (Photo Library)Franchisee SupportAct as the first point of contact for franchisee technical questions and system-related issuesConduct training sessions for franchisees on system usage and best practicesBuild and maintain a knowledge base of common issues and solutions for ongoing referenceMonitor system adoption rates and provide usage analytics to leadershipTrack and escalate unresolved technical issues in a timely mannerData Management & ReportingOwn data integrity across all franchise systems keeping records accurate, complete, and up to dateGenerate regular reports on system performance, franchisee compliance, and operational metricsBuild and maintain dashboards, scorecards, and performance trackers for Regional Director reviewSupport franchisee onboarding by setting up system access and profilesDevelop and manage spreadsheets, reports, and data tools that support franchise operations and strategic decision-makingRegional Director Support & ComplianceAssist Regional Directors in auditing franchise locations for compliance with brand systems and operational standardsCollect and compile performance data to support coaching initiativesDocument franchisee operational data, including system usage, compliance metrics, and performance indicatorsTrack and report on system adoption rates, SOP adherence, and brand compliance metricsHelp identify trends and flag franchisees requiring additional coaching or interventionPrepare data-driven reports to inform coaching and performance improvement plansCoordinate with Regional Directors to ensure timely follow-up on compliance gapsProcess ImprovementProactively identify opportunities to streamline administrative and operational processes through better system utilizationGather franchisee feedback on system functionality and user experienceCollaborate with cross-functional teams to implement system improvementsDocument and communicate system changes and new features to the franchise networkRequired QualificationsBachelor's degree in Business Administration, Information Systems, or related field13 years of experience in administrative support, systems administration, technical support, or franchise operationsAdvanced proficiency in Microsoft Excel and/or Google Sheets (pivot tables, formulas, data organization)Strong technical aptitude with the ability to learn new software quicklyExperience with CRM systems and operational platformsExcellent written and verbal communication skillsStrong organizational skills with exceptional attention to detailProblem-solving mindset with a customer service orientationAbility to manage multiple priorities, meet deadlines, and work independentlyPreferred QualificationsExperience in franchise or multi-unit retail/service operationsKnowledge of project management methodologiesExperience with data analysis, reporting tools, or business intelligence platformsFamiliarity with franchise business models and field operationsExperience supporting Regional Directors or field management teamsWhat Success Looks LikeIn this role, success means franchisees feel supported, Regional Directors have the data they need to coach effectively, and the administrative engine of our operations runs without friction. You'll be measured not just by task completion, but by the quality, accuracy, and reliability of the systems and information you own. recblid ku6ccnrt4c5vshme2axgdqswn59k2v