Hiring: VP, Franchise Support Center Company: Express Employment International Location: Oklahoma City, OK Job Posted Time: 2026-09-12 13:00:09 About the job Experience: •Demonstrated capacity to set strategy and translate it into clear operational goals, metrics, and accountability systems •Strong people leadership skills with a demonstrated ability to develop managers, build leadership bench strength, and create a culture of integrity, service-first mindset, and continuous growth •Solid financial and operational acumen, including budget management and data-driven decision making •Excellent judgment and the confidence to exercise appropriate authority on complex, escalated, or ambiguous issues •Outstanding written and verbal communication skills, with the ability to influence and partner effectively across Franchisees, senior leaders, and Headquarters departments Required Skills: •Define and execute the multi-year strategy for the Support Center aligned with company and Franchisee success goals •Own all primary performance outcomes including Franchisee satisfaction, first-contact resolution, service levels, quality, cost per interaction, employee engagement, and attrition •Establish clear goals, metrics, and accountability systems for the entire Support Center organization •Leadership & Talent Development •Lead, coach, and develop the Management team; ensure strong succession planning and leadership bench strength •Create an environment rooted in integrity, serving others first, self-respect, and continuous personal and professional growth and franchisee first mentality •Oversee the design and execution of Individual Development Plans for managers and key contributors; foster a culture of learning and challenge •Drive hiring, performance management, and talent decisions across the Support Center in partnership with HR Qualifications: •Bachelor’s degree required; advanced degree preferred •12+ years of progressive leadership experience in contact center, customer support, franchise support operations or centralized customer care •Minimum of 5 years leading managers or multi-level teams •Demonstrated success in owning performance outcomes (service levels, quality, efficiency, cost, and employee engagement) and driving measurable improvement •Background in process improvement, knowledge management, or technology enablement within a contact center environment Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!