Senior Program & Support Specialist

Company Description

Anago Cleaning Systems is a family-owned, privately held franchise brand with locations across the U.S. and Canada, focused on commercial cleaning services. For over 35 years, Anago has leveraged transparency, preventive analytics, and technology-driven solutions to elevate industry standards. The company supports franchise owners in delivering consistently clean and disinfected environments in offices, medical facilities, retail stores, and other commercial properties. Anago prioritizes health, safety, and well-being for employees and customers by utilizing advanced cleaning methods and tools. Through its Master and Unit Franchise model, Anago also offers entrepreneurial opportunities to professionals seeking to build and grow their own commercial cleaning businesses.

Position Overview

Anago is seeking a dynamic, highly communicative, and organized Senior Program & Support Specialist to help drive the rollout and ongoing lifecycle of our new operational platform across our network of Franchisees.

This is a unique role designed for a seasoned professional skilled in both implementation and problem-solving. From Day 1, you will serve as the core Program Manager helping drive the software’s rollout timeline, acting as a key interface with our Master Franchisees, as well as partnering with our internal tech team to understand and help unblock technical hurdles. As the rollout progresses and you become more familiar with the system, you will gradually transition to a Senior Support role to provide Tier 2 support ticketing for the platform.

The ideal candidate will have a proven track record of program or project management in enterprise-level operational platform rollouts (CRMs, ERPs, or proprietary operational software), thrives in a fast-paced environment, and possesses the empathy, patience, and customer-centric mindset required to guide franchise owners through a complex software implementation.

Key Responsibilities

Phase 1: Program Management & Software Rollout

• Rollout Execution & Performance: Own and drive the platform rollout schedule, planning, coordination, and execution for Franchisees, ensuring milestones are met on time and monitoring overall program performance.

• Franchisee Interface & Change Management: Serve as the primary point of contact for franchisees during onboarding, managing change resistance, responding to program-related inquiries, gathering feedback, and setting clear expectations.

• Cross-Functional Collaboration: Bridge the gap between non-technical internal teams, franchisees, and the IT department. Actively "chase down" technical answers, track bug fixes, refine operational processes, and ensure critical issues are escalated and resolved quickly.

• Status & Metric Reporting: Maintain clear visibility on rollout progress, tracking risks, analyzing data/performance trends, identifying deployment bottlenecks, and preparing reports for leadership review.

Phase 2: Support Ticket Management & Long-Term Ownership (Gradual Transition)

• Support Integration: Gradually absorb, triage, and resolve incoming CleanSuite support tickets in a timely, customer-centric manner, adhering to a tiered support structure.

• Subject Matter Expertise: Become an expert on (frontend) platform functionality, configurations, and user workflows.

• Training & Documentation: Work with internal partners to develop, create, and maintain self-service knowledge base content, clear instructional materials, and ongoing training content for franchisees and internal teams.

• Continuous Improvement: Analyze support ticket data and system metrics to identify recurring system flaws, trend improvements, or training gaps—feeding these insights back to Enablement and IT for future enhancements and aligning programs with organizational goals.

Qualifications & Experience

• Experience: 3+ years of experience in Program Management, Project Management, and/or Support, specifically focused on rolling out operational software (e.g., CRMs, ERPs, or custom business management platforms) within a franchise, service-driven, or commercial environment.

• Technical Liaison & Communication Skills: Exceptional verbal and written communication skills; ability to remain calm, professional, and reassuring under pressure when interacting with franchise owners, technical teams, and leadership. Proven ability to translate business problems into technical requirements and vice versa.

• Problem-Solving & Analytical Rigor: A track record of resourcefulness—someone who proactively follows up, investigates issues, tracks down answers, interprets data, and recommends process improvements.

• Tools & Systems: Proficiency with project management tools, ticketing systems, office productivity tools, and basic CRM or support systems.

• Education: Higher education studies in a technical field or in business, management, communications, or a related field, or equivalent professional experience.

• Certifications: PMP or related project management certification strongly desired.

Position Details

• Work Location: Hybrid (Pompano Beach, FL)

• Salary Range: $65,000 – $75,000 / year

• Employment Type: Full-time