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.