Director Truck Service Franchise

Truck Service Franchise Director

The Truck Service Franchise Director serves as a strategic advisor and operational resource to franchise operators. This role supports franchisees in aligning with TravelCenters of America (TA) standards, optimizing performance, and elevating customer experience. The Director facilitates collaboration between TA support center teams and franchise leadership, providing insights, tools, and recommendations across service quality, safety, marketing, and financial performance.

Key Responsibilities

Franchise Relations & Engagement

• Own the liaison function between TA corporate teams and franchise operators, ensuring timely communication, issue resolution, and alignment to shared objectives.
• Develop relationships with franchise leadership, building credibility through data, outcomes, and consistent follow-through.
• Continuously refine and distribute best-practice resources, including playbooks, toolkits, and peer forums and drive measurable performance gains.
• Conduct regular visits to assess brand alignment; deliver prioritized recommendations; and track progress to closure in partnership with franchise leadership.

Operational Excellence

• Lead the operational improvement agenda by influencing adoption of practices that elevate service quality, technician productivity, safety adherence, and operational consistency.
• Champion training engagement, guide franchisees to TA training resources, orchestrate onboarding for new locations, and track completion/impact metrics.
• Share performance benchmarks and tools to enable franchisees to evaluate and improve their performance.

Financial & Business Performance

• Drive the annual business review process with Finance by synthesizing trends, framing opportunities/risks, and influencing investment and operating decisions.
• Own the performance narrative, analyze revenue, margin, parts and labor mix, and cost drivers; recommend targeted actions franchisees can adopt.
• Enable financial discipline by clarifying reporting expectations, equipping teams with tools/templates, and monitoring adoption of financial controls.

Marketing & Brand Alignment

• Steer localized marketing planning, align corporate campaigns with market realities and influence plans that amplify the TA brand and drive traffic.
• Own cross-functional coordination for grand openings and key promotions to ensure on-time, on-brand execution in partnership with franchise teams.
• Ensure brand standards are reflected in customer-facing operations and facilities.

Customer & Brand Experience

• Champion customer first culture by embedding customer insights into reviews, playbooks, and training engagement.
• Lead resolution of escalated customer issues and support service recovery efforts.
• Own the experience audit framework—evaluate facilities, equipment, and staffing presentation; publish findings; and track improvements.

Key Performance Indicators (KPIs)

• Revenue Growth: Franchisees demonstrate positive sales trends and market share growth.
• Operational Consistency: Locations reflect TA standards in service delivery and facility presentation.
• Customer Satisfaction: Franchisees maintain high satisfaction scores and resolve issues effectively.
• Safety & Compliance: Franchise operations align with safety protocols and regulatory requirements.
• Training Engagement: Franchise teams participate in available training programs and resources.
• Marketing Execution: Franchisees implement marketing plans and promotions effectively.
• Development Progress: New store openings and expansions proceed according to plan.
• Parts Program Adoption: Promote adoption through education, resources, and performance visibility.
• Parts Availability Enablement: Drive availability by surfacing constraints, coordinating with supply partners, and facilitating timely solutions.

What We'd Like to See

• High School Diploma or GED required; Associate's or Bachelor's degree in a related field preferred, or equivalent hands-on experience in commercial vehicle repair, service management, or a related industry.
• 7+ years of progressive leadership experience in truck service, fleet maintenance, or a related industry.
• Proven success leading large, multi-region operations and executive-level teams.
• Strong financial acumen and experience managing regional P&L results-driven with a clear sense of direction and urgency.
• Exceptional communication, strategic thinking, and change leadership skills; ability to attract, motivate, and retain top talent; high initiative, self-driven, and action-oriented.
• Proficiency in Microsoft Office and operational systems.
• Ability to travel 50–75% across the U.S.
• Valid driver's license.

With Us, You'll Enjoy

• Competitive salary and annual bonus opportunity
• Medical, dental, vision, and life insurance
• 401(k) with company match
• Paid vacation and holidays
• Tuition reimbursement
• On-site meal discounts
• Discounts on technology, travel, food, and fuel
• Company-paid training and advancement opportunities
• Relocation assistance (relocation not required)

Not all benefit plans are available to all team members. For a full list, visit: https://www.ta-petro.com/careers/working-at-ta-travel-centers

Our travel centers serve thousands every day; not one traveler is the same and our team must reflect that. We can "return every traveler to the road better than they came" only by understanding and celebrating individualism. TravelCenters of America is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless race, color, religion, creed, national or ethnic origin, age, marital status, familial status, ancestry, sex, gender, pregnancy, gender identity or expression, sexual orientation, mental or physical disability, handicap, military service or Veteran status, genetic information or membership in any other category protected by applicable federal, state or local law. At TravelCenters of America, we invite everyone to make themselves at home.

This role involves regular communication and engagement with franchise teams. Occasional inspection of facilities may require standing, walking, bending, kneeling, or climbing. Lifting or moving objects up to 50 lbs may be necessary. Visual acuity is essential for reviewing work and ensuring standards.

The Truck Service Franchise District Manager works in a dynamic shop environment that includes exposure to indoor and outdoor conditions across all seasons. The role may involve occasional exposure to diesel fumes, mechanical noise, moving parts, and vibration. The workspace may include contact with grease, oil, cleaning agents, and other substances typical of a commercial vehicle repair facility. Proper safety protocols and protective equipment are provided and expected to be used.

This job description may not list all duties for this position. The incumbent in this position may be asked to perform other duties. TA Operating LLC reserves the right to revise the job description at any time. This job description is not a contract for employment, and either the incumbent or TA Operating LLC may terminate employment at any time, for any reason.