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Job Description:
LOCATION: (Santa Clara County - Sunnyvale, San Jose, Milpitas)
Job Summary:
The UPS Store (TUPSS) Project Coordinator is responsible for operational guidance and support for The UPS Store Franchisees during a center event, which includes franchise renewals, transfer of ownership, remodels, relocations, and new build-outs. This field position is responsible for assisting The UPS Store Franchisees with the process to provide guidance on process and ensure a professional Franchisee Experience.
Roles & Responsibilities
• New Store Buildout
o Project Coordinator (PC) responsible for inception to completion duties as follows:
▪ Attend Phase II call with Sales and CW
▪ Design Initiation
• DPR and all required forms
▪ Attend Design Webinar
▪ Design revisions and approval form
▪ Center Opening Process (COP) paperwork – PC to send COP electronically to Franchisee
▪ Exterior sign order – submission of form to CW
• Order initiation
• Franchisee invoice payments
▪ Order Workbook submission
• Call with Franchisee to review order in detail
• Confirmation to CW that OW is submitted to Purchasing
• Confirmation to CW that franchisee authorized EFT
▪ Gate order
▪ Setting up new franchisee for training
▪ Construction coordination
• Check in on progress of construction project
• Escalate any missing or damaged fixtures to vendor
• Completion of cost ledger & punch list
▪ If it is does not physically occur in center, PC should handle it
o Coordinate with the Franchise Consultant (FC) for on-site activities:
▪ Stocking and staging prior to open
▪ On-site for Netfor set up w/new owner (optional for existing franchisee)
▪ FC on-site day of opening (ALL) + 2 additional days for a new franchisee
o Franchise Consultant and Project Coordinator work together on Completion & submission of compliance packet
▪ PC Owns the completion and submission of the Compliance Packet
▪ FC assists with gathering documents and photos
o PC coordinates with FC for on-site assistance
• Transfers
o Project Coordinator completes:
▪ All paperwork until day of transfer – FRAMIS submissions
• TCOP – PC to send electronic version of TCOP to buyer
• Ownership Information
• Review of upgrade evaluation (Rider) with buyer/seller
• Transfer Upgrade Agreement
• FDD & Franchise Agreement
• Setting up training for Primary Operator/Certified Operator
▪ Transfer Upgrades
• Design Initiation
o DPR and all required forms
• Attend Design Webinar
• Design revisions and approval form
• Exterior sign order (if needed)
• OW submission
o Call with Franchisee to review order in detail
o Confirmation to CW that OW is submitted to Purchasing
o Coordination of fixture delivery
• Gate order (if needed)
• PC engagement with Cushman-Wakefield in construction coordination
o Check in on progress of construction project
o Escalate any missing or damaged fixtures to vendor
o Completion of cost ledger & punch list (if it is does not physically occur in center, PC responsibility)
o Franchise Consultant and Project Coordinator work together on completion and submission of compliance packet
▪ PC Owns the completion and submission of the Compliance Packet
▪ FC assists with gathering documents and photos
o PC coordinates with FC for on-site assistance
• Renewal
▪ All paperwork for renewal – FRAMIS submissions
• Ownership Information
• Review of upgrade evaluation (Rider)
• Renewal Upgrade Agreement
• FDD & Franchise Agreement
▪ Renewal Upgrades
• Design Initiation
o DPR and all required forms
• Attend Design Webinar
• Design revisions and approval form
• Exterior sign order (if needed)
• OW submission
o Call with Franchisee to review order in detail
o Confirmation to CW that OW is submitted to Purchasing
o Coordination of fixture delivery
• Gate order (if needed)
• PC engagement with Cushman-Wakefield in construction coordination
o Check in on progress of construction project
o Escalate any missing or damaged fixtures to vendor
o Completion of cost ledger & punch list
• If it is does not physically occur in center, PC should handle it
o Franchise Consultant and Project Coordinator work together on completion and submission of compliance packet
▪ PC Owns the completion and submission of the Compliance Packet
▪ FC assists with gathering documents and photos
o PC coordinates with FC for on-site assistance
• Additional notes about Project Coordinator position:
o No assigned dispatch – required to accompany 1 center visit with peer per quarter to maintain understanding of center visit requirements
o Weekly or Bi-Weekly ADM standing call to touch base on new stores and transfers (optional to include real estate)
STAR Goals
• RENEWALS – Weighted 50%
o (60%) On-time completion of renewals, taking into account re-disclosure periods. 90% on-time considered 100% effective
All past due renewals from current year will be carried forward and included in each quarter’s results until completed.
o (40%) Past due renewals closed out from previous year. 100% complete to obtain 100% effective
Only past due renewals carried over from previous calendar year would be counted in this metric.
• IMAGE COMPLIANCE – Weighted 50%
90% completion to achieve 100% effective for all items below (each measured as a sub goal of overall goal)
o (33%) New center & relocation: compliance within 45 days of opening (or punchlist/gate install/graphics with current delays)
o (33%) Deferred BH upgrades, completion and compliance of deferred BH upgrades by specified date (DPR/Arkiskan submitted for 2023)
o (34%) Transfer center compliance letter issued within 180 days of transfer date
Other PC Tracking:
• Track transfer timeline from buyer approval to close of escrow
o MCO 75 days
o New 145 days
• Track new store opening timeline from signed lease and/or possession to open date
• Quarterly survey sent to all completed projects
Other Duties:
• Acts as liaison between The UPS Store, Inc. and UPS, vendors, and the Franchisee by serving as the primary point of contact for Cushman-Wakefield to provide answers for concerns and questions.
• Conduct regular touchpoint calls (weekly or bi-weekly) with project status for Franchisees completing center events to provide updates on the status of the event, ensure proper completion of paperwork, and communicate next steps in the progression of event.
• Manage project schedules for store owners for TUPSS training to ensure understanding of policies, procedures, roles, and responsibilities.
• Utilizes best practices in designing operational improvements, training, merchandising and overall franchise management.
• Assist in planning and conducting networking meetings alongside TUPSS Franchise Consultant and activities to improve store performance through training and networking with vendors and other Franchisees.
• Actively collaborate with TUPSS Operational Franchise Consultant in support of franchise locations Prepared to work on special projects outside of designated market, which may include process improvements / standardization, etc.
Preferred Competencies:
• Process Driven: Ensures actions move through defined workflow process; ensures only approved changes are allowed to minimize risk; strives to improve processes over time; establishes repeatable activities to control consistent re-development; efficiently coordinates between workgroups.
• Communication Skills: Effectively communicate via email and phone call to explain the overall project process, and also clearly indicating items that are currently due or being worked on.
• Relationship Builder: The ability to develop trust and build strong relationship with internal and external customers. Stays in communication via phone and email to share best practices and follow up on action plans.
• Self-Motivated: The ability to stay on task in a remote environment, manages and prioritizes center events and construction projects, stays motivated despite difficult circumstances or setbacks. Able to maintain accurate records of franchisee interactions.
• Solution Driven Approach: Identifies business areas and stakeholders impacted by customer issues; engages appropriate resources to resolve customer issues; identifies root causes to ensure problems do not recur.
• Meeting Facilitation: Ability to speak in front of an audience. Applies knowledge of creative facilitation techniques to encourage participation; encourages open communication and achieves consensus when necessary; keeps participants engaged and on topic; identifies team conflicts and is able to provide feedback. Able to facilitate engaging one-on-one and large group meetings in person and over Teams.
• Franchise Knowledge: Demonstrates a general understanding of franchise organization structures and relationships; understands franchise products and services and how they relate to corporate profitability; understands royalty streams and funds transferal (from Franchise to Area Franchise to The UPS Store); demonstrates a basic understanding of the relationship between UPS and The UPS Store as wholly owned subsidiary.
Minimum Qualifications
• Proficient with Microsoft Excel (e.g. Pivot tables, V-look ups, database creation/maintenance, etc.) as well as Microsoft Word & PowerPoint and Outlook
• Experience with Zoom/Teams as host and facilitator
• Prior franchising or business consulting experience preferred
• Prior project management experience preferred
Basic Qualifications
• Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer
• Employer will not sponsor a visa for this or future positions
• Must be currently located in the same geographic location as the job or willing to relocate yourself
• Must have a Bachelor’s Degree (or internationally comparable degree) or be a current UPS employee with three years of UPS experience
Employee Type:
PermanentUPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
Other Criteria:
UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.
Basic Qualifications:
Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.
Pay Range:
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $70,680.00/year to $114,840.00/year. Pay is based on several factors including but not limited to, market location and may vary depending on job-related knowledge, skills, and education/training and a candidate’s work experience. Hired applicants are offered annual short-term and/or long-term incentive compensation programs, subject to applicable eligibility requirements. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance. The company offers the following benefits for this position, subject to applicable eligibility requirements. Medical/prescription drug coverage, Dental coverage, Vision coverage, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick and Family and Medical Leave time as required by law, and Discounted Employee Stock Purchase Program....an advanced thorough knowledge of clinical laboratory sciences as they relate to the performance of laboratory analysis... ...: Basic Requirements: A. A Bachelors or graduate/higher level degree from a regionally accredited college/university including...
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