Director of Business Systems Integrations

Scenthound Franchising; Town of Florida (NY); Remote; USD 130,000 - 140,000; Full time

Job summary

A leading pet care franchise is looking for a Director of Business Systems & Integrations. This remote role involves managing IT operations across multiple locations, ensuring application performance and user satisfaction. Candidates must have 7+ years in IT leadership, strong experience with SaaS platforms, and excellent communication skills. Benefits include medical, dental, vision, and flexible work options.

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

Flexible work from home options

Qualifications

• 7+ years of IT leadership experience.
• Experience overseeing application support teams.
• Familiarity with franchise business models.

Responsibilities

• Lead the IT portfolio and application support.
• Develop a scalable IT and application roadmap.
• Ensure application uptime and reliability.

Skills

IT leadership

SaaS ecosystems

Application integrations

Project leadership

Communication skills

Vendor negotiation

Education

ITIL Foundation or higher

Microsoft 365 Certified: Enterprise Administrator Expert

Tools

ServiceNow

Jira Service Desk

Office 365 administration

Job description

Overview

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.