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