Who is Grill Hero?
Grill Hero is North America’s trusted brand for premium BBQ cleaning, repair, and maintenance services. What started as a small summer venture has grown into a franchise system built around helping customers protect, maintain, and enjoy the outdoor cooking spaces that bring people together.
Our mission is simple: help people get the most out of their cooking experiences by delivering reliable, professional service that creates lasting memories around food, family, and friends.
As Grill Hero continues to expand across Canada and the United States, we are building a more structured, scalable, and performance driven operating system across our franchise network and corporate locations. The Franchise Business Coach plays a critical role in that next stage of growth.
Our HERO Values
Grill Hero operates with a commitment to our HERO values, which guide everything we do:
- Honesty: We act with integrity, transparency, and accountability.
- Empathy: We care about the customers, franchise partners, and team members we serve.
- Reliability: We do what we say we will do and deliver consistent results.
- Openness: We seek feedback, adapt quickly, and continuously improve.
These values guide how we lead, communicate, coach, and operate across the system.
About the Role
We are looking for a full-time Franchise Business Coach to help launch, support, and improve the performance of Grill Hero franchise partners, while also supporting execution across Grill Hero corporate locations.
This role reports directly to the Head of Operations and works closely with franchise partners, corporate location managers, call center leadership, marketing, training, and other internal support teams.
The primary responsibility of this role is to help franchise partners successfully launch, operate, and grow their businesses using the Grill Hero system. You will support new franchise partners through launch planning, onboarding, training, early-execution, and post-launch ramp-up. You will also coach existing franchise partners to improve revenue, profitability, staffing, customer experience, operational compliance, and overall business performance.
This role will also support Grill Hero corporate locations directly by helping improve field execution, staffing, scheduling, routing, technician productivity, service quality, and adherence to company standards.
This is not a passive support role. The Franchise Business Coach is expected to diagnose performance gaps, lead structured business reviews, create clear action plans, hold operators accountable, and deal with issues when standards are not being met.
The right person will be commercially minded, operationally disciplined, highly organized, comfortable with data, and able to balance strong relationships with direct accountability.
Core Responsibilities
Franchise Performance & Profitability Coaching
- Conduct structured monthly business reviews with franchisees, analyzing business plans, financials, KPIs, and business health.
- Lead group Cohort calls that review scorecards, support franchisees, and help drive performance across each location.
- Support franchisees in improving their KPI’s and driving their business plans.
- Help develop and support business plans aligned with Grill Hero standards and growth targets.
- Identify underperformance early and implement Corrective Action Plans with clear goals, timelines, and accountability.
- Share best practices from high-performing territories to elevate system-wide performance.
Operational Compliance, Auditing & Standards Enforcement
- Facilitate and conduct Bi-Annual Franchise Compliance Audits.
- Audit SOP adherence, brand presentation, service quality, financial reporting, and HERO Values alignment.
- Track and manage audit outcomes to ensure timely follow-up and resolution.
- Verify and keep records of franchisee compliance with the Operations Manual, FDD/FA, and other core processes and standards.
- Escalate persistent compliance concerns to the Head of Operations for resolution.
Coaching, Training & Franchise Enablement
- Lead the onboarding of new franchisees and their teams, ensuring mastery of Grill Hero systems, SOPs, and customer experience standards.
- Deliver or coordinate refresher training sessions with support from key internal and external subject matter experts.
- Conduct virtual or in-field coaching visits to reinforce consistency and operational excellence.
- Maintain, update, and distribute playbooks and training resources to franchisees.
Relationship Management, Communication & Culture
- Serve as the primary relationship manager and maintain a collaborative relationship with Franchise Partners and internal stakeholders.
- Maintain open, structured communication through check-ins, performance reviews, and Slack updates.
- Act as the voice of the field in leadership discussions — surfacing feedback, innovation, and challenges.
- Champion the HERO Values, helping strengthen collaboration and recognition across the network.
- Support network-wide programs such as Hero Awards, Discovery Days, and Annual Conferences.
What We’re Looking For
Required Experience:
- 5 Years prior experience in business coaching, franchise operations, or multi-unit management.
- Proven ability to coach operators using KPIs, financials, and structured business reviews.
- Experience improving operational execution, customer experience, and team performance.
- Comfort holding business owners, managers, and operators accountable to agreed standards.
- Strong understanding of how local service businesses make money.
- Ability to move between strategic coaching and hands on operational problem solving.
- Ability to manage multiple locations, priorities, follow ups, and action plans at the same time.
Preferred Experience:
- 5 years prior experience in a franchise system.
- Experience supporting franchise launches or new market openings.
- Experience in home services, mobile services, seasonal businesses, or field service operations.
- Experience supporting franchisees, corporate locations, or operators across multiple markets.
- Experience with scorecards, business plans, compliance audits, and performance improvement plans.
- EOS experience
- Experience training field teams, technicians, managers, or local operators.
Skills & Competencies
- Understands revenue, margin, labour efficiency, customer acquisition, and profitability.
- Uses KPIs to diagnose issues and drive action.
- Can help new franchise partners move from training to live operations with clear priorities and follow through.
- Can teach, challenge, and support operators without creating dependency.
- Comfortable having direct conversations when performance or compliance is below standard.
- Manages multiple locations, follow ups, action plans, and deadlines without losing detail.
- Clear, structured, professional, and able to simplify complex issues.
- Understands what matters in the field and can distinguish symptoms from root causes.
- Builds trust while maintaining standards and boundaries.
- Willing to get close to the work when locations need direct operational support.
Tools:
- Familiarity with Ninety.io, Google Sheets, Slack, and Vonigo or other field service management software considered an asset.
Working Cadence
The Franchise Business Coach is expected to operate with a structured weekly and monthly cadence, including:
- Weekly review of assigned franchise and corporate location scorecards.
- Monthly business reviews with assigned franchise partners.
- Regular launch check ins with new franchise partners.
- Regular performance reviews with corporate location managers.
- Regular group cohort calls.
- Ongoing follow-up on action plans and performance commitments.
- Bi-annual franchise compliance audits.
- Internal corporate location operating reviews.
- Field visits as required.
- Regular reporting to the Head of Operations.
Performance Measures
Performance in this role will be evaluated based on measurable improvements in franchise partner and corporate location health, including:
- Franchise Launch - Launch readiness, completion of launch checklist, early revenue ramp, staffing readiness, training completion.
- Revenue Performance - Sales growth by location, market penetration, business plan execution.
- Unit Economics - Average job size, revenue per hour, labour efficiency, repair attach rate, commercial revenue.
- Corporate Operations - Staffing levels, schedule utilization, technician productivity, same day job closeout, route efficiency.
- Customer Experience - NPS, Google reviews, complaints, service recovery, repeat customer rate.
- Operational Execution - SOP adherence, audit scores, photo compliance, checklist completion, invoice completion.
- Franchise Partner Accountability - Completion of action plans, business review attendance, timely reporting, corrective action follow through.
- Network Health - Franchise partner engagement, adoption of system initiatives, reduced underperformance.
Why This Role Matters
The Franchise Business Coach is a critical link between Grill Hero leadership, franchise partners, and corporate location execution.
This role ensures new franchise partners are launched properly, existing franchise partners are coached toward stronger business performance, and corporate locations continue to improve as operating examples for the broader system.
As Grill Hero scales, the quality of franchise launch support and field performance coaching will directly impact brand standards, customer experience, franchise partner satisfaction, corporate location performance, and system-wide growth.
If you are a strong operator who understands how to improve performance, build trust, hold people accountable, and help local service businesses win, this role offers the opportunity to play a major part in the next phase of Grill Hero’s growth.
Process for Interviewing
- Step 1. Initial Interview with CEO and Head of Operations.
- Step 2. In-depth Interview with CEO and Head of Operations.
- Step 3. Reference Checks.
- Step 4. Offer / Next Steps.
Pay: $60,000.00-$90,000.00 per year
Benefits:
- Dental care
- Flexible schedule
- Life insurance
- Paid time off
- Work from home
Work Location: Hybrid remote in Mississauga, ON
