• Ensure efficient team operations including standups, retrospectives, and other ceremonies. • Hiring and team member performance evaluations/coaching. • Ensuring teams are enabled and empowered to deliver high-value software deployed in mission critical environments. • Produce clear diagrams, documentation, and implementation plans for our operational systems / processes. • Follow company architectural guidelines and industry best practices when developing operations frameworks / systems. • Ability to automation that can build and deliver software artifacts. • Ability to write Infrastructure as Code to support our environment. • Ability to develop monitors, alerts, and on-call solutions to ensure we are responsive to customer issues. • Work closely with cross-functional teams, including support and customer success. • Providing consistent and meaningful progress and performance updates to senior management and the Executive Leadership Team.

• This position is responsible for an assigned portfolio of franchisees and serves as a trusted partners in driving performance. • You will collaborate closely with franchisees and their operators to set, execute, and exceed their goals across sales, profitability, and unit growth. • To achieve these outcomes, you will coach and influence franchisees to deliver a consistent, safe, and inviting brand experience, accelerate same-store sales growth, and, where applicable, build the organizational capabilities required to support sustainable expansion. • Provide support and guidance to franchise locations to ensure they are operating in accordance with Pizza Factory’s standards and guidelines • Monitor and analyze franchise location performance, identifying areas for improvement and implementing strategies to drive growth and profitability • Track and review on-going data and analytics, and interpret data to provide coaching and recommendations on priorities for franchisees to address • Conduct regular site visits and audits to assess operational and financial performance, as well as compliance with brand standards • Collaborate with franchise owners and managers to develop and implement action plans to address any identified issues or opportunities • Train and educate franchisees on company policies, procedures, and best practices to ensure consistent and high-quality operations and a positive brand experience • Act as a liaison between the franchise locations and corporate headquarters, communicating any updates, changes, or concerns • Conduct market research and stay up-to-date on industry trends to provide strategic recommendations for improving franchise performance • Assist with the onboarding process for new franchise locations, ensuring a smooth and successful transition, and provide support during new store openings • Build and maintain strong relationships with franchise owners and operators, serving as a trusted advisor and resource • Manage travel and administrative expenses responsibly and within parameters established by the franchisor • Complete all required administrative, reporting, and compliance responsibilities accurately and on time • Actively contribute to a culture of inclusion by valuing diverse perspectives, promoting equity, and creating an environment where all individuals feel respected, supported, and empowered to thrive • Demonstrate adaptability in a dynamic environment by stepping in where needed, even outside of core responsibilities, to ensure overall success

• Analyze and deliberate on proposals that require specialist approval levels, participating in decision-making committees. • Operate with an executive profile, demonstrating strong communication, influence and strategic negotiation with sponsors and partner areas. • Ensure governance and operational efficiency, preparing alignments, internal communications, studies and management presentations. • Manage analysis queues in a structured manner.

• Serve as the technical expert in the analysis, design, development, and implementation of deployment solutions, modifications, and enhancements. • Serve as the technical expert in all aspects of the deployment and systems management that involve multiple technology disciplines. • Provide top-level consultation and technical expertise to senior and mid-level management on Windows PC and Mac deployment and systems management topics. • Assist Product and Sales when needed. • Design, conduct, and document UAT and end-to-end solution quality tests. • Handle a high volume of support calls and monitor, triage, and troubleshoot incoming requests through ticket queues. • Provide technical phone support for users of the Workplace product and accurately log all interactions in the ticketing system. • Navigate technical documentation to follow appropriate troubleshooting steps for reported issues. • Monitor ticket queues to ensure SLA compliance and escalate when necessary. • Maintain clear and consistent documentation of incidents and resolution notes using Zendesk. • Deliver remote desktop support to both client and internal users. • Proactively identify emerging issues and act quickly to mitigate impact. • Notify management of trending technical problems and contribute ideas for process improvements. • Build effective cross-functional relationships to support escalation paths and end-user success. • Uphold a positive, professional atmosphere with both customers and colleagues.