Neighborly®

Business Analyst

• Support the Finance team by providing financial reporting, analysis, and insights
• Assist with franchisee P&L review, variance analysis, and performance tracking
• Support financial reporting processes using Qvinci and other financial systems
• Prepare and analyze recurring and ad-hoc financial reports
• Partner with cross-functional teams and franchise stakeholders to answer financial questions
• Help “rack and stack” performance results based on defined financial and operational metrics
• Ensure data accuracy, consistency, and integrity across reports and analyses
• Identify trends, risks, and opportunities and communicate findings

Financial Reporting, Insights Analyst

Manager

• Evaluate and optimize current systems, on boarding and training practices to ensure uniformity and best practices.
• Collaborate with top franchisees and other Brands to develop and implement innovative systems.
• Design and manage reporting tools to track progress, measure performance, and identify areas for improvement.
• Be the driver of feature development, prioritization and rollout process for CaN and the portal based on feedback from brand, FO, reporting, and other inputs to maximize conversion and customer satisfaction.
• Oversee onboarding process ensuring monthly goal achievement.
• Ensure success for agents, brands, and FOs through set up of CaN and integration with POS, where applicable.
• Develop and implement tools and strategies to boost sales, reduce costs, and improve operational efficiency.
• Analyze customer needs, agent effectiveness and provide direction on best practices and emerging trends.
• Create and own the business case for the CaN application and drive for approval with brand leadership and other technical and non-technical stakeholders.
• Manage and update pricing models, ensuring accuracy and profitability.

Manager, Systems and Implementation

QA Engineer

• Ensuring that new call center agents have a clear understanding of the company's values and customer service standards, as well as brand procedures and system protocols.
• Staying updated on product and service offerings to provide accurate and up-to-date information during training sessions.
• Developing training modules focused on system and product knowledge, selling skills, customer handling techniques, and problem-solving skills, and deliver these to the call center vendor partners for constant training reinforcement.
• Monitoring the performance of call center agents through call monitoring, quality assurance scorecards, and others during the training period and beyond.
• Designing and developing materials, programs, curriculum, and course-level content to support online or on-site training that will facilitate structured course requirements through classroom and self-learning options.
• Collaborating with the partner’s QA Departments to align on QA Metrics and goals, as well as agent QA performance.

Training and Quality Assurance Specialist

Director

• Drive performance and reliability for POS, CRM, websites, and call centers.
• Lead system planning, release cycles, and long-term improvements.
• Act as the primary lead for critical system issues and resolutions.
• Collaborate with tech, vendors, and ops to drive tool adoption and optimization.
• Streamline tools and processes to eliminate duplication across platforms.
• Build dashboards and reporting tools for data-driven decision-making.
• Manage external partners to ensure quality and aligned priorities.
• Provide subject-matter expertise and training to franchisees and internal teams.

Director of Systems

Performance Marketing

• Integrated marketing plan tracking and coaching recommendations to franchise owners
• Monitor, track and coach franchise business owners on their local integrated marketing plans, channel/tactic mix and programs that align with the customer journey and marketing funnel, while delivering on acquisition, retention, reactivation, and loyalty goals for overall customer growth.
• Monitor key marketing performance metrics, both online and offline customer and engagement analytics, with emphasis on franchise owners total qualified leads, cost per lead, and focus on those franchise owners not achieving target lead and revenue objectives.
• Present pre-opening and grand-opening marketing plans during onboarding training sessions, and coach franchise business owners on their first- and second-year integrated marketing plan recommendations to deliver break-even targets.
• Sell in local programs with recommendations provided to individual franchise owners, and/or capture of their local marketing plan.
• Develop roll up reporting on franchise business owner participation in key programs that drive qualified leads and revenue; supporting your manager in analytics review and monitoring performance KPI’s

Senior Local Performance Marketing Specialist

Learning and Development

• Work with the VP of National Accounts and the other leaders to ensure Sales training is aligned with best practices and follows program guidelines when applicable.
• Manage Franchise Relationships and external vendor relationships.
• Interface with other departments to ensure outcomes, including Sales training and operations.
• Attend industry trade shows.
• Lead in-person and virtual training sessions, workshops, and certification programs.
• Support continuous improvement by identifying skill gaps and recommending targeted learning solutions.
• Promote, Manage, and Train the Luxor Software Internally and Externally.
• Responsible for the implementation of Luxor for all new franchises as well as current ones who are not utilizing it yet.
• Work directly with RBW Corporate Marketing on Luxor Marketing campaigns.
• Collaborate with RBW Corporate Marketing on local marketing campaigns/ spend strategies.
• Perform other duties as required by management.

Sales Systems and Training Manager

Frontend Engineer

• In cooperation with management and the team, create and continually refine the necessary processes, governance and metrics to operationalize consumer facing website improvements.
• Responsible for reaching yearly incremental booked job & booked estimate targets.
• This includes analyzing customer needs, competitive offerings, and behavioral data to create a vision and tactical execution plan focused on achieving targets.
• Owns a prioritized roadmap and testing outcomes (evidence-based).
• Ability to provide clear UX direction as well as timely and prescriptive feedback.
• Provide clear requirements and business rules to guide the development of new features and define acceptance criteria of those features.
• Collaborate with IT Product Managers, Project Management and external agencies to ensure capabilities are implemented per specifications leading to a clean, well-communicated release.
• Continuously be aware of market, competitor, device and industry developments and trends.
• Measure and report on post release business results.

Senior Frontend Product Manager

Human Resources

• Oversees and maintains optimal function of HR systems (HRIS, HCM, Cloud based platforms), including design, build, test, installation, customization, development, maintenance, and upgrade to applications, systems, and modules
• Troubleshoot and resolve technical issues within the Workday system, ensuring minimal disruption to HR operations
• Partner with People Services stakeholders to design and deliver Workday integrations across modules: HCM, Advanced Compensation, Payroll, Benefits, Time Tracking, and Recruiting/ATS
• Build/launch/customize business processes, workflows, reports/dashboards, notifications, tasks, and integrations to third party vendors
• Manage and configure the HR case management system, ensuring efficient triage, routing, and resolution workflows; experience with Workday Help is a strong plus
• Partner with People Services Stakeholders to identify and implement new functionalities/upgrades associated with bi-annual releases
• Provides technical support, troubleshooting, and guidance to system users
• Collaborate with department leadership to identify system improvements and enhancements; recommend and implement solutions
• Partner with People Services leadership to design and implement security access, permissions, and processes for Workday users
• Compile or assist with the acquisition of complex data reports, summaries, and logs for senior executives and HR staff
• Serve as lead representative and liaison between HR, information services, external vendors, and stakeholders for HRIS design and implementation projects
• Ensure system compliance with data security and privacy requirements
• Maintain knowledge of trends and developments in HRIS and other system providers, vendors, and technology

HRIS Workday Administrator

Account Manager

• Collaborate with Team Members: Work together to provide excellent customer care and identify growth opportunities.
• Professionalism and Discipline: Maintain a high level of professionalism and discipline when interacting with both external and internal customers.
• Project Delivery: Ensure timely and successful delivery of projects, consistently meeting due dates.
• Inbound Communication: Answer inbound phone calls and monitor inbound emails from customers and franchisees.
• Work Queue Management: Monitor the work queue, make outbound calls to customers to set appointments as needed, and enter, process, and schedule work orders throughout your shift.
• Outbound Calling: Proactively make outbound calls to set customer appointments.
• Team Assistance: Assist other teams within the Call Center as assigned.

National Account Representative

Analyst

• Support RFI and RFP process for vendor selection of for technology products and software, outsourcing vendors and other IT services, infrastructure, cloud vendor and other enterprise solutions.
• Conduct market research to invite for RFP and define objective selective criteria and scoring parameters.
• Negotiate pricing and business contract terms with the vendors.
• Support bidding process to evaluate reasonable pricing.
• Monitor, analyze, and evaluate how IT Vendors perform against a set of performance and value metrics.
• Ability to Negotiate SLAs to meet business expectations, manage and track SLAs and other Key Performance Indicators for each business-critical vendor.
• Direct communication with vendors on overall performance through formal and informal channels.
• Support QBRs with the appropriate leadership audience.
• Guide vendors on QBR expectations and report out.
• Serve as a liaison between the CIO and vendors to effectively work together, communicate, collaborate, and resolve issues.
• Manage IT contracts, statement of works, scope changes, and performance against the IT contracts including compliance over the life cycle of the contractual arrangement.
• Manage relationships to ensure that customer-vendor interaction results in positive outcomes.

IT Vendor Analyst

Vice President

• Collaborate with brand leadership to develop and execute long-term strategies, annual plans, and budgets aligned with corporate growth objectives.
• Oversee all "Sure Start" and training activities, including the design, development, and delivery of technical and operational programs (curriculum, manuals, and multimedia aids).
• Evaluate training effectiveness through qualitative and quantitative feedback, collaborating cross-functionally to refine instructional materials and best practices.
• Develop and manage KPIs and reporting mechanisms to monitor brand health and support franchisee benchmarking.
• Lead the design and implementation of automation and AI workflows to enhance the customer experience and improve field execution.
• Partner with Marketing and Operations to bridge gaps between brand design and field execution, ensuring concept uniformity.
• Partner with leading franchisees and Franchise Business Coaches (FBCs) to develop tools that improve sales, reduce costs, and increase day-to-day efficiency.
• Set priorities and define methods for work execution, ensuring high-level coordination and follow-through for all brand-level initiatives.
• Handle sensitive and confidential information with the highest level of professionalism and discretion.

VP, Systems – Training

Operations

• Support the President in the development, operation, and promotion of the Company’s business and brand.
• Assist in executing short-term and long-range plans and budgets based on corporate goals and growth objectives.
• Develop and implement procedures to ensure information flow between the company and franchisees, including updates on system changes and upcoming events.
• Hire, develop, and oversee the staff of Franchise Business Coaches and other assigned support personnel.
• Monitor franchisees’ financial health, assist in developing their annual budgets, and ensure compliance with the Franchise Agreement and FDD.
• Organize and lead regional meetings and staff training sessions, including monthly basic training for new franchisees.
• Establish operating policies to enhance the uniqueness of the brand system and evaluate new service or product offerings.