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 nation’s 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 company’s 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.