“Modern franchising isn’t about more support—it’s about smarter, scalable support.”

Jenna Henderson has spent nearly two decades inside franchise systems, operating across field ops, brand services, development, growth, and tech. After almost 15 years at Saladworks, she stepped into SaaS as COO at WorkMerk (helping build the ServSafe Ops platform), then returned to franchising leadership as Group Chief Operating Officer for NewSpring Franchise. Today, she oversees operations, marketing, and supply chain across Great Harvest Bakery Cafe, Duck Donuts, and Federal Donuts & Chicken.

In this episode, Jenna joins Rachael Nemeth (Opus CEO) to break down what the modern franchisor must look like: agile, cross-functional, and intentional about franchisee support. She explains why “one size fits all” fails, how segmenting single-unit vs multi-unit operators changes outcomes, and why operations must help approve franchisees—because ops lives with what happens after the check clears.

Jenna also shares the structural fix that instantly improves alignment between development and ops: an onboarding specialist connecting signing through opening day. She unpacks where franchisors still operate too manually, how tech and AI only matter when insights become action, and what private equity brings when done right: discipline, a clear North Star, and shared infrastructure.

Key Takeaways

→ Smarter Support Scales: Modern franchising isn’t about more touchpoints—it’s about systems that scale support intelligently.

→ One Size Fits None: Franchisee support must be segmented by operator type and brand maturity.

→ Ops Belongs Upstream: Operations should help approve franchisees, not just manage post-sale fallout.

→ Onboarding Drives Alignment: A dedicated onboarding specialist linking signing → opening improves execution.

→ Tech Must Be Actionable: AI only matters when insights drive real behavior change at the unit level.

→ Discipline Beats Sprawl: Clear ROI, a North Star, and shared infrastructure outperform tool overload.

Perfect For

Franchisors building scalable support models, operators navigating growth, PE-backed leadership teams, and brand executives reducing tech sprawl.

About Jenna Henderson

Group Chief Operating Officer at NewSpring Franchise, overseeing operations, marketing, and supply chain across Great Harvest Bakery Cafe, Duck Donuts, and Federal Donuts & Chicken.

Time Stamp Chapters

00:00 Intro + Jenna’s role

02:06 The modern franchisor

06:16 Development vs operations

09:26 The onboarding specialist

11:10 Tech debt, AI, and action

16:32 PE-backed discipline

21:34 Lessons from Saladworks

33:13 Lightning round

About Us
Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business.

Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

About Us
Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business.

Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

"Brand building starts with your P&L, not your logo."

Josh Halpern has one of the most unconventional careers in the industry: P&G, Clorox, Anheuser-Busch, CEO of Big Chicken, and now Chief Business Officer of Craveworthy Brands—leading strategy across 19 concepts while still running Big Chicken. In this episode, he joins Rachael Nemeth (Opus CEO) to break down what brand building actually means across chicken, pizza, coffee, taverns, Mediterranean, and more.

Josh explains how Craveworthy acquires brands with strong IP but weak foundations, why unit economics must be fixed before scale, and how he uses real-time guest and employee feedback to remove friction. He shares their 6–18 month “fix before franchise” rule, why no sacred cows survive growth, and how quarterly goals (EOS) create the traction most restaurant companies lack.

He also unpacks the CPG lessons that translate to restaurants, why hyper-customization is a non-negotiable for Gen Z + Gen Alpha, and the leadership framework—love + accountability—that drives cultures where GMs speak up, teams actually execute, and stores move from average to exceptional.

Key Takeaways

→ Unit Economics First: Brand strength depends on prime cost, occupancy, and a working P&L.

→ No Sacred Cows: Anything dragging down results—recipes, vendors, or locations—gets reworked.

→ Fix Before You Franchise: Spend the first 6–18 months removing friction and stabilizing the model.

→ Mind the Bell Curve: Averages hide underperformers; weak stores define your real reputation.

→ Shopper vs. Consumer: Loyalty must target the decision-maker, not just the card swiping.

→ Hyper-Customization Wins: Gen Z expects full choice—chains must adapt.

→ Staff as Personal Brands: Under-40 workers sell better when their own identity is empowered.

→ Love + Accountability: High-performance teams thrive on care, clarity, and follow-through.

→ Train GMs Like Owners: Most need stronger financial and leadership skills.

Perfect For:

Operators deciding when to accelerate or tighten, franchisors preparing for scale, multi-brand leaders, and teams aiming to blend strong operations with disciplined growth.

About Josh Halpern:

Chief Business Officer at Craveworthy Brands and CEO of Big Chicken. Known for disciplined growth, turnarounds, and a leadership approach rooted in love, accountability, and traction.

Time Stamp Chapters

00:00 Intro

01:09 Role at Craveworthy & the “restaurant vs. business” split

04:28 Brand building, unit economics & real loyalty

07:30 Fixing foundations: menu, locations & “no sacred cows”

10:47 90-day goals, EOS & driving traction with Opus

14:16 CPG lessons: data, bell curves & store-level performance

16:49 Shopper vs. consumer & targeting the right guest

19:08 When to scale vs. slow down (franchising & failed bets)

21:35 What brands will win by 2030: customization, chicken & everyday staples

24:32 Leaders who shaped Josh: love + accountability

30:23 Who thrives at Craveworthy: legacy, GMs & truth-telling culture

35:30 The GM skills gap & staff as personal brands

42:55 CEO as left tackle, empowerment & what Josh is learning now

About Us
Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business.

Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

"If you want to scale hospitality, don’t add more tech—make people feel seen."

Anthony Valletta, CEO of bartaco, started flipping pizzas at 13 and spent two decades across QSR, premium casual, and Michelin-level dining before taking the helm at bartaco. In this episode, he joins Rachael Nemeth (Opus Training CEO) to unpack how he delivers full-service hospitality at fast-casual labor costs, rethinking roles, building wage equity, and using tech only where it removes friction instead of replacing connection.

Anthony breaks down bartaco’s service-leader model, why QR ordering supplements rather than replaces hospitality, and how reinvesting labor efficiencies into leadership development lifted guest sentiment. He shares how wage equity reshaped teamwork, the two traits every growth brand needs (grit and adaptability), and his interview litmus test: Would you have a beer with them?

Whether you lead five restaurants or fifty, Anthony’s blend of curiosity, empathy, and discipline offers a real-world playbook for scaling hospitality without losing its soul.

Key Takeaways

→ Tech That Lifts People: QR and handhelds cut friction (reorders, pay and go, Apple Pay) so servers can focus on connection.
→ Service Leaders Drive Sentiment: A salaried bridge role improved consistency without inflating labor.
→ Reinvest the Win: Labor savings funded coaching for every manager.
→ Wage Equity That Works: Shared upside, including BOH, built true team service.
→ Hire for Grit + AQ: Fast-moving brands need adaptability and learning agility.
→ Train the Feeling: Teach teams to read sound, light, and pace before grabbing a playbook.
→ Clarity Over Complexity: Simplify communication to keep focus on guests.
→ The Frontline Asked for Opus: Teams drove the shift to a 360° learning hub.

Perfect For:
Operators blending full-service hospitality with fast-casual economics, L&D teams modernizing training, HR designing equitable comp, and leaders scaling culture, not just units.

About Anthony Valletta:
CEO of bartaco. A 20-year industry veteran who’s worked every role from pizza line to Michelin dining, he leads a 33-unit brand known for pairing tech with genuine hospitality, championing wage equity, and developing leaders who walk the floor.

Time Stamp Chapters

00:00 Intro + Anthony’s path
02:48 Why hospitality hooks you
04:55 QR without losing the human touch
05:51 The service leader role
07:09 Using tech to reduce friction
08:05 Memory vs. data
11:23 Handhelds with history
13:38 What guests actually want
15:07 Wage equity + pooled upside
19:59 Scaling and competing for talent
20:29 Hiring for grit + AQ
23:35 The interview litmus test
26:27 Turnover + development
29:38 Training the feeling of a room
33:14 Why bartaco moved to Opus
35:32 Lightning Round

About Us
Opus is the hospitality training platform for the frontline. Train 100% of your team in 101 languages on the job and get the frontline intelligence needed to drive your business.

Keep the conversation going with us on LinkedIn:
https://www.linkedin.com/company/opus-so/

About Us
Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business.

Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

"If you want people to move fast, you have to make it easy for them to do the right thing."

Kelly Saunders, SVP of Restaurant Experience at Smashburger, has spent 14 years transforming how one of America’s fastest-growing burger brands trains, communicates, and executes. In this episode, Kelly sits down with Rachael Nemeth (Opus Training CEO) to unpack how she migrated 200 locations to Opus in just 60 days, what it really takes to win franchisee buy-in, and how training became the engine behind Smashburger’s turnaround.

Kelly gets candid about building credibility through socialized decision-making, using pilots to build trust, and why the fastest rollouts start months before the kickoff. She also breaks down the “Summer of Smash” LTO—how pre-learning helped drive flawless LTO execution and why Opus enabled them to finally deploy a cascade training model.

Whether you lead five restaurants or five hundred, Kelly’s blend of empathy, structure, and data-driven leadership offers a real-time playbook for transforming field execution through learning.

Key Takeaways

→ Speed Through Socialization: The 200-store Opus launch succeeded because months of stakeholder buy-in came first.

→ Franchise Trust = Momentum: Pilots, transparency, and clear WIFM (“What’s In It for Me”) built confidence system-wide.

→ The Watering Hole Effect: Designing Opus as a one-stop source for learning, comms, and recognition increased engagement across operators.

→ Train Before You Teach: Pre-learning flipped the script on LTO rollouts, driving faster adoption and stronger execution.

→ Compliance ≠ Learning: Brand standards are the true measure of operational compliance—and the key to consistency.

Perfect For

Restaurant operators managing both corporate and franchise units, L&D leaders driving engagement at scale, training pros planning platform migrations, and executives navigating the balance between technology, culture, and execution.

About Kelly Saunders

Senior Vice President of Restaurant Experience at Smashburger. A 14-year veteran of the brand with roots at Quiznos and Applebee’s, Kelly is known for bridging learning, operations, and technology to deliver measurable field impact. She leads Smashburger’s Restaurant Experience Team—spanning L&D, internal communications, and operations services—on a mission to make training a true business lever.

Time Stamp Chapters

• 00:00 Intro + Kelly’s path to Restaurant Experience leadership

• 01:33 Restructuring training under operations — a new model

• 04:34 Decision-making that builds trust and speed

• 08:41 When an LMS goes stale (and how to spot it)

• 09:29 Translation as a game-changer for frontline teams

• 12:15 How Smashburger migrated 200 locations in 60 days

• 14:47 Pilots, proof points, and franchisee buy-in

• 18:31 Choosing what new features to roll out (and when)

• 21:40 Inside the Summer of Smash LTO — training at speed

• 24:34 Why pre-learning beat live training for execution

• 28:35 Mandating vs recommending training in a franchise model

• 31:41 Next up: Re-launching internal communications in Opus

• 35:15 How marketing + training stay in sync

• 36:29 Lessons from 200 stores: Why LMS is never a silver bullet

• 37:51 Lightning Round — first job, hometown, and human connection

About Us
Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business.

Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

"Most people build for average, but new stores almost never open at average." Jason Morgan, former CFO turned CEO of Original ChopShop, has spent decades in the restaurant industry learning the hard truths of growth—and watching others get crushed by them. In this episode, Jason sits down with Rachael Nemeth to unpack what separates scalable operations from overbuilt failures, why he won’t ask his team to do anything he can’t do himself, and how training transformed from a compliance checkbox into a strategic lever.
Jason gets real about the risks of expansion, the limits of debt-based growth, and why most operators misjudge how long it takes for new markets to perform. He also dives into the ROI of training done right, sharing how his team achieved 94% completion rates across front and back of house—and what metrics really move the needle on turnover, tenure, and guest satisfaction.
Whether you're operating five units or fifty, Jason’s blend of financial discipline and frontline empathy offers a masterclass in building enduring restaurant businesses.

Key Takeaways

→ New Markets = Lower Volume: Stores in new geographies rarely open at brand average; plan accordingly

→ Training Isn’t a Cost Center: A 94% completion rate led to higher engagement and better retention

→ Retention as Strategy: $20K retention bonuses at 5 and 10 years build loyalty you can’t buy with perks

→ The Ideal P&L: A flexible model to spot early warning signs in labor and food costs
Perfect For:

→ If You Can’t Do It, Don’t Delegate It: Great operators know how to do the work—not just manage the work

Perfect For:
Restaurant operators scaling into new markets, CFOs trying to understand the real ROI of training, HR and L&D leaders building retention programs, and execs juggling culture, capital, and growth across 10–100+ locations.

About Jason Morgan:
Former CEO turned CEO of Original ChopShop with a reputation for leading high-growth restaurant brands through sustainable, capital-efficient expansion. Known for his operational discipline, high standards, and belief that leadership means getting in the trenches—especially when the AP clerk calls in sick.

Time Stamp Chapters
• 00:00 Intro and Jason’s Path to Restaurant Leadership
• 01:36 The Copy Machine Story: Leadership Lessons from Arthur Andersen
• 04:55 Why You Can’t Scale on Debt Alone
• 07:40 The Mistake of Assuming Average Store Volume
• 10:50 When New Stores Underperform: What Comes Next
• 14:30 Behind the 94% Training Completion Rate
• 17:12 Training ROI: What Metrics Really Matter
• 20:05 Creating a Culture That Keeps People
• 22:40 Why We Pay $20K at Year 5
• 25:18 Ideal P&L: Spotting Trouble Before It Hits
• 29:00 Using Opus + Ovation to Solve Real Store Problems
• 31:10 Lightning Round: The Realities of Growth, Store by Store

About Us
Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business.
Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn: https://www.linkedin.com/company/opus-so/

About Us
Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business.

Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

"District managers are the brand—they're the stamp for everything we stand for." Elle Piper learned this truth the hard way, starting as an undertrained district manager who had to ask her own direct reports to teach her the basics. Now as Senior Director of Operations at 7 Leaves Cafe, she's helped grow the brand from a handful of stores to 41+ locations by focusing on what most operators miss: the pivotal role of field leadership. In this episode, Elle shares why you can feel a struggling store the moment you walk in, how to spot management potential through turnover patterns, and why soft skills training should come before technical training. Her journey from pandemic job loss to operational leadership offers a masterclass in building bench strength from the ground up.

Key Takeaways

• The Heartbeat Test: You can feel if a store has life—it shows in team members' faces, product quality, and customer experience
• District Managers as Brand Stamps: With hundreds of employees in their charge, DMs are the company's representation to every team member
• Tacit Approval Tells All: The #1 indicator of management commitment is what behaviors they allow to continue unchallenged
• Soft Skills First: In an AI-driven future, human connection becomes your competitive advantage—train for it now
• The Courage to Ask: Elle asked her direct reports to train her like a newbie—vulnerability in leadership drives real growth

Perfect For: Operations leaders building homegrown talent pipelines, district managers transitioning from technical excellence to people leadership, L&D teams developing field leadership programs, and executives scaling from 10 to 50+ locations while maintaining culture.

About Elle Piper: Senior Director of Operations at 7 Leaves Cafe, overseeing 41+ locations across corporate and franchise units. Started as a district manager in 2020 after losing her previous role when her company closed 97 locations during the pandemic. Former competitive athlete who approaches operations as a team sport, bringing field-tested wisdom about what actually drives store performance. Known for her emphasis on empathy without strings and building psychological safety across operations teams.

Time Stamp Chapters

• 00:00 From Pandemic Job Loss to Operations Leadership
• 02:23 Decisions I'd Handle Differently After 5 Years
• 04:48 How to Read a Store in 30 Seconds
• 08:25 Why District Managers Are Your Most Pivotal Role
• 14:10 Why Soft Skills Training Comes First
• 16:10 Turnover Never Lies: Spotting Management Potential
• 19:49 Having the Hard Conversations with High Performers
• 23:44 What Every New District Manager Needs to Know
• 31:46 Lightning Round: From Baskin Robbins to Leadership

About Us
Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business.

Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

When you open your second location, everything changes. You can't be in two places at once, and suddenly you realize: you need to shift from operator to CEO. Carl Bachmann learned this lesson as a 12-year Ruby Tuesday franchisee before leading turnarounds at Smashburger and BurgerFi. Now as President and COO of Riko's Pizza, he's building franchise infrastructure from scratch. In this episode, Carl shares his 5 pillars for franchise success, why you should "grow like a bush, not like a vine," and the critical skills every scaling franchisee needs. His dual perspective as both operator and executive delivers insights you can implement immediately.

Key Takeaways

• The 5 Pillars Framework: Infrastructure (people), Product Quality, Portfolio Definition, Gold Standard Processes, Marketing
• Grow Like a Bush: Expand in 5-10 mile circles for better supply chain, marketing penetration, and operational support
• The Magic Number: Keep 20-30% corporate stores to test innovations and maintain skin in the game
• The Second Location Reality: When franchisees can't be everywhere at once, financial acumen becomes non-negotiable
• Train on Your Dime: Test everything in corporate stores before rolling out to franchisees
• 6-Week Investment: Successful franchisees complete full training—those who take it seriously have the highest success rates

Perfect For: Franchise executives building infrastructure from scratch, multi-unit operators scaling from 10 to 50+ locations, franchisees expanding to their second brand, and leaders balancing corporate support with franchise independence.

About Carl Bachmann: President and COO of Riko's Pizza, bringing 30+ years of restaurant industry experience from both sides of franchising. Former franchisee (12 years with Ruby Tuesday), C-suite turnaround specialist at BurgerFi (CEO), Smashburger (COO/President/CEO), and Bertucci's (SVP Operations). Now building franchise infrastructure from the ground up for Riko's tavern-style pizza concept, expanding from 12 to 50+ locations.

Time Stamp Chapters

• 00:00 Why a 30-Year Veteran Chose to Build vs. Turnaround
• 02:32 From Ruby Tuesday Franchisee to C-Suite Executive
• 05:34 The 3 Things That Signal a Winning Franchise Model
• 07:00 The 5 Pillars Framework Explained
• 08:18 The 5 Pillars Every Franchise System Needs
• 11:02 Why Franchisees Belong at the Top of Your Org Chart
• 13:41 What Today's Successful Franchisees Look Like
• 16:33 "Grow Like a Bush" - The Geography of Success
• 19:10 The 20-30% Rule for Corporate Stores
• 21:48 The Skills That Actually Matter for New Franchisees
• 24:42 Beyond Training: Teaching the Business of Business
• 27:26 Why Unit #2 Changes Everything
• 30:03 Lightning Round: Finding Balance After 30 Years

About Us
Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business.

Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

Etkin Tekin left his corporate strategy position at AB InBev's innovation arm to co-found one of the Northeast's fastest-growing restaurant concepts. While most operators struggle with an expensive recruiting cycle—hire, train, lose people, repeat—Haven Hot Chicken broke this pattern. In this episode, Etkin reveals how they built an internal pipeline that promotes 40% of store leadership from within while maintaining just 10% turnover. This approach has slashed hiring costs, ensured brand consistency, and created the team stability necessary for sustainable rapid expansion.

Key Takeaways:

• Why hiring for culture fit beats skills every time (and how to spot it)
• Specific tactics that reduced hourly worker turnover to just 10%
• When to hire specialists vs. generalists during rapid growth
• How to build community impact directly into your business model
• The framework for making tech investments that actually improve your bottom line
• How to manage shared leadership with multiple co-founders without chaos

Perfect for: Multi-unit restaurant operators, franchise executives, anyone struggling with high turnover, and leaders building teams during rapid growth.

About Etkin Tekin: Co-founder and CEO of Haven Hot Chicken, former innovation strategist at ZX Ventures (AB InBev), helping scale Nashville-style hot chicken across the Northeast while building a company culture with industry-leading retention rates.

Time Stamp Chapters

• 00:00 Intro: Meet Etkin and Haven Hot Chicken
• 02:04 Origins: Nashville inspiration to pandemic pivots
• 06:50 Career Switch: From AB InBev to hot chicken
• 09:28 Corporate Lessons: Scaling in innovation
• 12:13 Authenticity vs. Scale: Big brands' innovation struggles
• 17:15 Leading Through Ambiguity: When to provide clarity
• 21:06 Low Turnover: How Haven keeps staff
• 24:28 Internal Promotion: Finding leaders without traditional experience
• 27:30 Hiring Evolution: Generalists vs. specialists during growth
• 32:51 Multiple Founders: Division of responsibilities
• 37:26 Beyond Growth: Haven's true mission
• 41:13 Hiring Instincts: Finding the right people
• 43:58 Lightning Round: Career insights and communication basics

About Us
Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business.

Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!