Operations Support Supervisor

Liberty Tax Service

Position Title:Operations Support Supervisor

Department: Franchise Operations

Status:  Full-Time

Reports to: Regional Director-East

FLSA Status: Exempt

Operations Support Supervisor - Region 1 East

Position Summary

The Operations Support Supervisor (OSS) serves as a primary operational partner to Liberty Tax franchise owners, providing day-to-day business support, operational guidance, and proactive outreach to help offices operate successfully. The OSS builds strong relationships with franchise owners, identifies operational risks and opportunities, and works closely with Regional Director by providing timely, relevant insights that support informed business decisions. While the Ops Support Lead manages the Ops Support Team, the OSS serves as a subject matter expert and escalation resource, partnering with the Ops Support Team to ensure franchisees receive consistent, high-quality support.

Key Responsibilities

• Provide guidance on daily business operations, systems, processes, and operational best practices.
• Build trusted relationships through proactive communication and follow-up.
• Identify operational trends, risks, and opportunities that may impact franchise performance.
• Provide Regional Director with timely observations and data to support coaching, intervention, and strategic decision-making.
• Maintain accurate documentation of owner interactions, operational concerns, and office status.
• Coordinate with cross-functional corporate departments to resolve operational issues.
• Support implementation of operational initiatives, new programs, and process improvements.
• Develop and maintain workflows, standard operating procedures, and knowledge resources.
• Leverage reporting, AI tools, and operational data to improve support effectiveness.
• Serve as an escalation resource and operational advisor for the Ops Support Team.
• Assist with training and knowledge sharing for the Ops Support Team when operational expertise is needed.
• Provide operational coaching that builds franchise owner capability, encourages accountability, and promotes long-term business success.

Day-to-Day Responsibilities

• Respond to franchise owner questions regarding daily operations and business processes.
• Conduct proactive outreach to owners to review operational health and provide guidance.
• Monitor operational reports and identify offices showing signs of operational risk.
• Communicate relevant owner updates, concerns, and trends to Regional Director.
• Document owner interactions and maintain accurate operational records.
• Research and resolve complex operational issues by collaborating with internal departments.
• Update and improve operational workflows and documentation.
• Provide operational support for office openings, transitions, technology adoption, and process execution.
• Support the Ops Support Team by answering escalated operational questions and assisting with complex franchisee issues.
• Participate in meetings with Regional Directors and cross-functional teams to discuss owner performance, operational trends, and improvement opportunities.
• Analyze recurring issues to recommend process improvements that improve franchisee success and operational efficiency.

Service is an equal opportunity employer.

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