Director of SaaS Ops

As a Director of SaaS Ops, you will develop and implement strategic plans to enhance the efficiency, scalability, and security of SaaS operations.

You will lead and mentor the SaaS Ops team, fostering a culture of continuous improvement and innovation.

Why work at SMG?

SMG is a leading experience management (XM) provider, serving restaurants, retailers, and other location-centric consumer businesses by changing how brands act on customer + employee insights.

With a rich 30-year history, SMG is uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.

We offer our talent -

Work hard, have fun environment - We work hard to deliver a fulfilling, exciting workplace environment for each SMG employee.

Our teams are composed of smart, talented, curious people who love a good challenge.

• Ample opportunities to learn and grow.
• Fully Remote, Contract or Fulltime position
• Unlimited PTO
• Diverse, experienced, friendly team which will welcome you, support you and challenge you.
• We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.

As a Director of SaaS Ops at SMG, this is what you will do :

• Oversee the management and optimization of all SaaS infrastructure to ensure it meets the needs of the business.
• Implement and manage monitoring tools to ensure high performance and availability of SaaS products.
• Direct and improve incident management processes to rapidly resolve operational issues and restore services.
• Ensure all SaaS operations comply with relevant security standards and data protection regulations.
• Develop and control the budget for SaaS operations, ensuring cost-effectiveness and resource optimization.
• Manage relationships with technology vendors and service providers to ensure favorable terms and high-quality services.
• Customer Collaboration : Work closely with customer support teams to align operations with customer needs and enhance satisfaction.
• Stay abreast of industry trends and technological advancements to drive innovation and maintain competitive advantage.

You are a perfect match for the role if you have :

• Bachelor’s or Master’s Degree : In Computer Science, Information Technology, Information Systems, or a related field.
• Extensive IT Operations Experience : At least 10 years in IT operations with a strong focus on software as a service (SaaS) environment.
• Leadership Experience : Minimum of 5 years in a leadership role managing IT or SaaS Ops teams, with a proven track record in successfully scaling operations.
• Vendor Management : Skills in managing relationships with software vendors, cloud service providers, and other technology partners.
• 5-10 years experience with Microsoft Azure

About SMG : SMG is the leading experience management (XM) provider, accelerating revenue for restaurants, retailers, and other location-centric consumer businesses by changing how brands act on customer + employee insights.

With a rich 30-year history rooted in The Service Profit Chain, SMG is the industry’s only software with a service (SwaS) provider uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.