Our purpose is Making Lives Better through Happier Aging. We help seniors stay in their homes for as long as they choose, and our real talent is caring for and connecting to seniors' hearts. We are not just another home care company completing daily tasks, we are a company that admires people and strives to make a meaningful difference in everything we do.
By joining Nurse Next Door, you'll be part of a growing global organization that is transforming home care while supporting franchise partners to build exceptional businesses that change lives in their communities.
Reporting to the VP, Sales & Operations, the Operations Specialist plays a critical role in enabling the success of our franchise system. This role ensures our operational infrastructure, knowledge management, communications, learning, and strategic initiatives are organized, current, and scalable.
As the owner of our operational systems and resources, you will create and maintain One Best Way by ensuring franchise partners and HeartQuarters team members have the right information, tools, training, and communications at the right time. Your passion for organization, project leadership, continuous improvement, and operational excellence will help drive consistency, innovation, and growth across Nurse Next Door globally.
What You'll Lead:
System Operations & Knowledge Management
- Own and maintain the Operations Manual, Master Manual, Care Services Manual, and other operational documentation.
- Ensure operational resources remain current, organized, searchable, and aligned across all platforms.
- Standardize processes and documentation to create One Best Way and reduce variation across the system
Learning & Enablement
- Coordinate franchise onboarding through the Countdown to Launch program, including Franchise Academy, Launch My Business, Foundations, and operational readiness.
- Support the ongoing development, delivery, logistics, and communications for Nurse Next Door Academy learning programs.
- Maintain training resources, learning curriculum, and learning management systems to support continuous franchise success.
Operational Communications
- Lead operational communications across the franchise system through What's New, system announcements, rollout communications, Hustle Calls, and other communication channels.
- Ensure franchise partners and HeartQuarters remain informed, aligned, and prepared for upcoming initiatives and operational changes.
Platform & Systems Administration
- Own the administration and governance of operational platforms including Care Central, FranConnect, and other knowledge management systems.
- Ensure resources, documentation, calendars, and communications are easy to access and consistently maintained.
Operational Planning & Project Leadership
- Lead the annual Operations Calendar and coordinate strategic initiatives across the business cycle.
- Lead and support cross-functional operational projects, pilot programs, working groups, and system rollouts from planning through execution.
- Coordinate meetings, timelines, documentation, stakeholders, and project deliverables to ensure successful implementation.
Franchise Engagement
- Support Franchise Advisory Council (FAC), Professional Advisory Committee (PAC), Working Groups, and Value Stream Mapping (VSM) initiatives.
- Build strong relationships with franchise partners by creating clear feedback loops and ensuring stakeholders remain informed throughout operational initiatives.
Continuous Improvement
- Identify opportunities to improve operational processes, automate workflows, simplify systems, and increase efficiency.
- Translate strategic priorities into practical execution that enables franchise partners to grow their businesses while delivering exceptional experiences.
What You'll Bring
- 3–5 years of experience in project coordination, operations, administration, learning, or project management.
- Postsecondary education in Business, Administration, Operations, or a related field is an asset.
- Exceptional organizational skills with the ability to manage multiple priorities and projects simultaneously.
- Strong written and verbal communication skills with a passion for creating clear, concise documentation.
- A proactive, solutions-oriented mindset with a love for improving systems and processes.
- Strong relationship-building skills with the ability to collaborate across multiple teams and stakeholders.
- High attention to detail and a commitment to operational excellence.
- Comfortable working in a fast-paced, evolving environment with a self-led approach.
- Passion for innovation, continuous learning, and helping others succeed.
What Success Looks Like
- Operational documentation is accurate, current, and trusted as the single source of truth.
- Franchise partners can easily access the resources, tools, and training they need to succeed.
- Operational communications are timely, consistent, and well executed.
- Strategic initiatives and system rollouts are delivered on time with strong adoption across the franchise network.
- HeartQuarters teams remain aligned through effective project coordination, governance, and operational planning.
- Continuous improvements create greater consistency, efficiency, and scalability across the Nurse Next Door platform.
At Nurse Next Door, Love Is in the Details. If you're energized by creating order from complexity, enabling others to succeed, and building systems that support growth, we'd love to meet you.
We are an equal opportunity employer and love diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.
Pay: $80,000.00-$100,000.00 per year
Benefits:
- Company events
- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Wellness program
Work Location: In person
