Neighborly®

Operations

• Direct, administer and coordinate operations and growth of HouseMaster
• Support the President in business development, operation, and growth
• Develop and implement procedures for communication between Company and franchisees
• Regularly evaluate overall operations and franchisees’ businesses
• Hire, develop, oversee and manage teams of Sure Start and Franchise Business Coaches
• Monitor franchisees’ financial performance and health
• Maintain a Book of Business of top producing franchise owners
• Drive year-over-year same store sales growth through strategic sales programs
• Collaborate with franchisees and corporate stakeholders

VP, Operations – Growth

Learning and Development

• Provide structured operational and systems support to the Director of Systems.
• Maintain accurate and up-to-date SOPs, processes, and policies.
• Support key technology platforms.
• Manage documentation and owner system requests.
• Deliver structured systems training to franchise owners and internal team members.
• Implement version control and structured change management practices.
• Identify documentation gaps and create new SOPs as needed.
• Maintain a centralized knowledge library.

Systems and Training Manager

System Administrator

• Provide first-level support for issues related to the Genesys Cloud platform, including user provisioning, call routing, IVR flows, desktop and voice issues, and basic troubleshooting.
• Assist with onboarding and offboarding of contact center users, ensuring proper configuration, access rights, and phone provisioning.
• Perform core administrative tasks including skilling and queuing management, dashboarding and report generation, and standard CCaaS configurations.
• Work across departments for issues involving integrated platforms.
• Document support activities, resolutions, and procedures in the help desk ticketing system.
• Escalate complex issues to Tier 2/3 support or vendor support teams as needed.
• Embed into projects to drive ongoing operational excellence.
• Collaborate with IT and contact center operations to ensure seamless user experiences.
• Maintain platform and call flow documentation, knowledge base articles and user guides to support self-service and training initiatives.
• Provide training support to operations teams, assisting with driving proficiency at all layers of the business.
• Monitor system alerts and performance dashboards to proactively identify and address issues.

Genesys Administrator

SEO Marketing

• Develop and execute a forward-thinking organic search strategy and roadmap for Neighborly brands, including budget management and traffic/lead forecasting.
• Define and enforce organic best practices and content guidelines across internal teams and external vendors, ensuring compliance with Google and Large Language Models (LLM) standards.
• Lead, mentor, and retain a high-performing team of organic search managers and specialists; foster a culture of excellence and continuous learning.
• Direct optimization strategies across on-page, off-page, technical SEO, and schema markup; share insights with paid media and content teams for holistic performance.
• Serve as the Subject Matter Expert for website development, migrations, and technical SEO metrics such as Core Web Vitals and site speed.
• Provide thought leadership on industry trends, Google algorithm updates, and LLM advancements to internal stakeholders and franchise owners.

Director of SEO, GEO

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.