Director of Business Systems & Integrations

Job Description

Job Description

Director of Business Systems & Integrations

Location : Remote (preferably within 75 miles of Jupiter, FL)

Compensation : $130,000.00 $140,000.00 per year

Company Overview

Scenthound is the nations first franchise concept providing monthly hygiene services and wellness care for dogs. Our innovative approach and technology-driven strategy fuel rapid expansion, with nearly 130 locations open and 200 projected by the end of 2025.

Job Overview

This dual-function leadership role combines strategic IT direction with hands-on ownership of enterprise application ecosystems. In addition to overseeing infrastructure, security, and team operations, the Director will also lead application support strategy ensuring optimal performance, usability, integration, and support of core business systems. This includes internal tools, SaaS platforms, customer-facing applications, and franchise technology.

The ideal candidate balances system reliability and innovation with user-centric service delivery. They proactively address incidents, manage escalations, and develop application support standards across the companys growing network of franchise locations.

Key Responsibilities

Strategic & Functional Leadership

Lead the entire IT portfolio : infrastructure, security, application support, user services, and vendor management.

Develop and execute a scalable IT and application roadmap aligned with company growth objectives.

Serve as the operational lead for application uptime, reliability, and performance. This includes communication to our franchisees about issues that may arrise.

Build, mentor, and manage high-performing technical and support teams across distributed environments.

Application Support Leadership

Oversee the support and vendor relationship of all enterprise and franchise applications.

Act as the executive owner for software vendor relationships and SLAs related to application support.

Implement and manage incident, request, problem, and change management processes (e.g., ITIL framework).

Work cross-functionally with business units to translate evolving requirements into system improvements and integrations.

Establish tiered support structures and knowledge base documentation to ensure effective and scalable franchisee and end-user support.

Drive root cause analysis for recurring application issues and partner with vendors to ensure permanent resolution.

Franchise Technology Enablement

Deliver consistent and scalable support for franchisees.

Support onboarding and training processes for new franchise locations, with a focus on technology readiness and software use.

Monitor support trends and feedback from the field to continuously improve application usability and effectiveness.

Technology Operations

Oversee Office 365, SaaS platforms, cybersecurity, and networking across multiple franchise sites.

Manage enterprise-wide IT compliance, including privacy and data handling practices across customer-facing systems.

Looking For a Leader Who Is...

Strategic yet hands-on, capable of toggling between vision and execution.

Passionate about user experience and business impact.

Equally comfortable speaking with franchisees, engineers, executives, and vendors.

Proactive and results-driven with a strong service mindset.

Must-Have Experience

7+ years of IT leadership, with at least 3 years overseeing application support teams or software portfolios.

Strong technical understanding of SaaS ecosystems and application integrations.

Familiarity with franchise business models and distributed end-user environments.

Demonstrated ability to manage internal and external application support teams.

Solid track record implementing scalable, reliable ITSM practices (ServiceNow, Jira Service Desk, etc.).

Experience with :

• Office 365 administration
• SMS Systems
• POS systems
• Cloud-first SaaS management

Preferred Certifications and Knowledge

ITIL Foundation or higher

PMP or similar project leadership experience

Microsoft 365 Certified : Enterprise Administrator Expert

Experience in grooming, pet wellness, or franchise-based retail industries is a plus

Soft Skills

Exceptional communication and change management skills

Stakeholder partnership and user empathy

Vendor negotiation and service level management

Passion for building scalable systems that serve people, not the other way around

What You'll Like Hearing

Take ownership of our application experience and performance.

Shape IT and app support for 200+ fast-growing locations.

Be the glue between tech, franchisees, and operations.

Benefits

Medical, dental, vision

Life insurance and short-term disability

Paid time off and 401(k) with company match

Free grooming services for your dog

Energetic, fun, and mission-driven work environment

Flexible work from home options available.