GM, Member Programs

Accountabilities: Lead the overall member-program portfolio as an integrated business, establishing a clear strategy, financial targets, measurable member outcomes, and a roadmap for continuous program development. Oversee the portfolio of coaching, training, peer groups, multi-shop operator programs, member onboarding, and advisory services, ensuring consistent ownership and alignment across all offerings. Develop and maintain a comprehensive performance framework covering financial results, program utilization, member engagement, satisfaction, retention impact, service quality, and investment opportunities. Establish annual and quarterly operating plans that define business objectives, budgets, strategic priorities, innovation initiatives, talent requirements, and expected outcomes. Implement portfolio scorecards and monthly business reviews to monitor performance, reinforce accountability, and drive corrective actions and continuous improvement. Identify gaps, duplicated efforts, and disconnected experiences across member programs, partnering with functional leaders to improve coordination and service delivery. Own the enterprise-wide member escalation and resolution process, ensuring concerns are addressed promptly, underlying issues are resolved, and recurring feedback informs operational and program improvements. Collaborate with Finance to establish meaningful program-level reporting, financial visibility, forecasting, and decision-support frameworks. Partner with Technology teams to identify and implement systems and tools that enhance measurement, program delivery, personalization, and scalability. Work with Marketing and Sales to strengthen program positioning, differentiate offerings, and align member solutions with business growth and retention strategies. Conduct strategic reviews of existing programs and recommend changes that improve member value, competitive positioning, operating efficiency, and profitability. Lead cross-functional teams through organizational change, program innovation, and operational improvements, fostering strong leadership, collaboration, and accountability. Champion a high-performance operating model that connects program strategy with measurable business results and an improved member experience. Define and advance an innovation roadmap to refine existing offerings, test new concepts, and strengthen the organization's competitive position. Serve as a senior business leader who promotes practical, results-oriented solutions that help independent business owners improve performance and achieve sustainable success. Requirements: More than 20 years of progressive leadership experience managing business units, member programs, customer success functions, or professional services teams. Extensive experience in franchise businesses, automotive services, multi-location operations, or comparable service-oriented organizations, with substantial operational, financial, and people leadership responsibilities. Proven ability to achieve strategic and financial objectives through direct leadership and matrixed influence, building executive relationships and aligning stakeholders across complex organizations. Demonstrated success scaling cross-functional, multi-program operations through leadership development, organizational accountability, change management, and effective enterprise-wide collaboration. Strong financial acumen, including experience with budgeting, forecasting, program economics, resource allocation, investment prioritization, performance reporting, and business case development. Track record of developing and improving products, programs, or services through innovation, technology, performance insights, and customer success strategies. Experience enhancing customer or member experiences, building professional communities, and developing training or professional development offerings. Exceptional executive communication skills, with the ability to translate complex operational, financial, and program performance information into clear insights and actionable recommendations. Deep understanding of the small-business and owner-operator mindset, including the practical challenges business owners face when improving profitability, managing teams, and scaling operations. Demonstrated ability to build trusted relationships with business owners and deliver practical, actionable solutions that improve business performance. Strong strategic thinking, negotiation, problem-solving, and decision-making skills, combined with a results-oriented approach to execution. Ability to lead multiple program functions, establish clear governance and decision-making processes, and maintain accountability for financial and operational outcomes. Excellent stakeholder management and relationship-building skills, with the ability to influence leaders across different functions and organizational levels. Ability to work effectively in a fully remote environment while collaborating with geographically distributed teams. Benefits: Annual compensation: The original posting lists an annual compensation range of $7.25–$319,000, which appears unusually broad for an executive position. Actual base pay depends on location, job-related knowledge, skills, and experience; the specific range should be confirmed with the hiring team. Potential additional compensation: Eligibility for supplemental pay, including bonuses or commissions, may depend on the role. Health and wellness benefits: Access to a range of health and wellness programs. Paid time off: Paid leave and holiday pay. Earned wage access: Access to the myFlexPay program, allowing eligible employees to access up to 50% of earned wages before their regular payday. Remote work flexibility: Fully remote position within the United States. Executive-level impact: Opportunity to shape business strategy, influence financial performance, and lead the evolution of a broad member-program portfolio. Professional growth: Exposure to cross-functional leadership, strategic investments, innovation initiatives, and enterprise-wide operational improvement.