Technical Program Manager

Job Description

Job Description

Technical Program Manager, Franchise Operations- Hybrid Onsite

Technical Integrity has partnered once again with our longstanding client headquartered in the Denver Metro area to fill a Technical Program Manager role.

The Opportunity :

Our client is a global platform that owns, acquires, and operates beauty, wellness, and self-care companies. The company focuses on developing and scaling well-known, premium franchise and consumer brands in the beauty and personal care industry. The company supports its brands with strategic leadership, operational expertise, and growth resources. The company is committed to innovation, customer experience, and empowering entrepreneurs within the beauty and wellness space.

The Role :

As the Technical Program Manager for the largest of the brands, you will play a critical role in shaping and improving how technology is used to improve the business of a 700 unit franchise network. This position requires a blend of business process rigor, project management skills, change management experience, and technical proficiency to lead complex projects across a large franchise network system.

This role will report directly to the Chief Technology Officer and will be responsible for driving business process improvement, franchisee collaboration, and change management through the development and implementation of the technology and systems for both franchisees and their customers. Business outcomes you will be responsible for driving include acquisition, retention, occupancy, and loyalty. There are no direct reports for this position, but this role is positioned as a cross-functional leader partnering closely with other technology teams such as Product, IT, Engineering, etc.

Key Responsibilities :

Use technology to improve customer acquisition and retention across the stages in their journey.

Increase automation and remove friction from all stages of the sales process.

Develop technology solutions to decrease churn and improve customer retention and loyalty.

Lead technology and operational strategy for CRM and customer management / sales systems.

Play a change management leadership role in defining and executing deployment plans in partnership with the franchise network.

Play a leadership role in the development and adoption of a mobile app experience that increases loyalty, engagement, and community, and reduces customer churn.

Play a leadership role in establishing KPIs and metrics to manage and drive operational excellence across a large and growing multi-site operations business

Enhance customer service capabilities through Hubspot or similar ticketing platforms to provide an exceptional support platform for our 20,000 end users across the network

Deeply understand the franchise experience and connection points to deliver value through technology improvement and scalable product adoption.

Map the end-to-end customer journey defining all stages of the experience from consideration, through lease, and into retention.

Qualifications :

Proven experience in a technology-enabling role, preferably as a second-in-command in a fast-paced, mid-sized organization.

Customer-service-centric approach, with a proven track record driving change management initiatives.

Experience with CRM and / or customer platforms of record.

Entrepreneurial spirit with startup energy and a 'can-do' attitude.

Dedicated to strong teamwork and pride yourself on your organizational skills.

Excellent written and verbal communication skills.

Proven technical project management skills.

Ability to influence cross-functional teams without formal authority.

Nice to have :

Franchise experience preferred.

Bachelors degree (MBA preferred).

Full Suite of benefits - compensation $170,000 / - plus bonus opportunity

Salary : $170,000