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Manage and perform franchise audits end-to-end, train and guide audit staff, assess risks and royalty reporting, update SOPs, meet with management, and support audit projects to ensure accuracy and compliance with franchise agreements.

Lead national and regional business development across Canadian insurance partners, drive revenue and national account growth, manage lead generation and KPIs, steward the SERVPRO brand, enable franchise sales teams, conduct account reviews, maintain CRM pipeline (Salesforce), and represent the company at industry events.

Lead the enterprise PMO to establish standards, governance, intake/prioritization, portfolio monitoring, and performance reporting. Manage a team of program and project managers, partner with finance and leaders on business cases, drive change initiatives, and embed project management best practices and a Center of Excellence across the organization.

Manage commercial large-loss restoration projects by coordinating franchise production teams, monitoring scope and estimates, producing weekly status reports, advising on best practices, ensuring contract compliance, assisting with site issues and collections, and supporting national accounts and carrier communications. Occasional travel to job and storm sites required.

Provide administrative and file-management support to the Commercial Large Loss Division: open/close job files, track work-in-progress, invoices, receivables, LLRT membership, communicate with franchisees, assist during storm events, and ensure accurate documentation and follow-up.

Partner with business leaders to translate questions into actionable insights by designing, building, and automating reports and dashboards. Own analytics end-to-end, ensure data quality, collaborate with data engineering, and drive adoption of scalable self-service analytics.

Lead and perform complex royalty audits, mentor and train franchise audit staff and interns, support audit planning and risk assessments, resolve audit issues with franchisees, identify trends and recommend process improvements, and contribute to departmental policies, documentation, and special projects.

Supervise and coach a team of Client Success Specialists and Representatives to ensure consistent client success execution, quality deliverables (QBRs/MBRs), timely issue resolution, and cross-functional alignment. Drive presentation and communication standards, monitor performance and capacity, escalate risks, and support onboarding and program launches to achieve positive client outcomes.

Lead development and execution of analytics strategy, logical data models, and data governance. Build KPIs, oversee dashboards and BI solutions (Tableau/Power BI), deliver ad-hoc analyses, partner with data engineering and business leaders, and manage analytics team and report governance to inform executive decisions.

Drive new client acquisition and revenue growth within assigned national accounts. Develop account strategies, manage Salesforce CRM, coordinate cross-functional teams, forecast and meet financial sales targets, and maintain long-term profitable client relationships.