Hybrid Senior Manager, Information Technology chez BEST FRIENDS PET CARE INC

Description

The Senior Manager, Information Technology will serve as a critical connector between our field operations, internal leadership, and external technology partners. This role owns the strategy, performance, and future evolution of Best Friends' core technology systems—including reservation platforms, membership tools, internal communication systems, and analytics infrastructure.

You will lead the IT function through periods of rapid growth and change, managing outsourced IT support partners and guiding the seamless onboarding of new locations through acquisition. You will work cross-functionally to ensure systems are reliable, secure, and aligned with the needs of our multi-location operations.

Essential Job Functions:

The incumbent must be able to perform all of the following duties and responsibilities with or without a reasonable accommodation:

Technology Operations & Systems Management

• Oversee the reliability, configuration, and optimization of core operational systems used for bookings, membership, internal communication, and performance tracking.
• Serve as the central contact for technology-related escalations and system updates across all company functions.
• Identify opportunities to improve usability and consistency of key systems used in daily center operations.

Acquisition Integration

• Lead IT due diligence, setup, and onboarding processes for all new acquisitions.
• Standardize systems and infrastructure across locations as part of a structured integration playbook.
• Support operational leaders and the integration team to ensure new centers are brought into the Best Friends tech environment smoothly and efficiently.

IT Support & Vendor Oversight

• Manage outsourced IT providers responsible for day-to-day support, network health, hardware management, and system uptime.
• Own SLAs, ticketing processes, and escalation protocols across all field and corporate locations.
• Evaluate, negotiate, and manage vendor contracts related to IT infrastructure and support services.

Data Infrastructure & Business Intelligence

• Partner with the analytics team to ensure accurate and timely reporting from operational systems.
• Support the development of integrated dashboards and data pipelines that inform field, finance, and executive decision-making.
• Identify areas to leverage automation or integrations to reduce manual processes and enhance reporting.

Governance, Security & Compliance

• Establish and enforce IT policies and best practices across the organization.
• Oversee device security, user access, and data protection standards.
• Ensure compliance with relevant data privacy laws and internal security protocols.

Team Enablement & Training

• Support onboarding and training of staff on core systems and technology tools.
• Build documentation and knowledge bases to empower users at all levels of the organization.
• Help lead change management efforts related to system upgrades, migrations, or new tools.

Qualifications

Required

• 7+ years of progressive IT experience in a multi-location, service-based business
• Experience managing a suite of business-critical systems across departments (operations, customer service, marketing, finance)
• Demonstrated success working with outsourced IT support partners
• Experience in technology integration through acquisitions or new site launches
• Working knowledge of Microsoft 365, cloud services, networking, and user support best practices
• Strong communication and project management skills

Preferred

• Background in pet services, retail, hospitality, or multi-site consumer businesses
• Familiarity with automation tools (e.g., Zapier), custom integrations, or CRM platforms (e.g., HubSpot)
• Experience supporting mobile tools or customer-facing digital platforms

Note: Current responsibilities are impacted by company and team priorities that may have evolved from what is displayed in the job description. The description provides general job duties and requirements, but the employee’s manager may assign additional responsibilities or tasks depending on business needs.

We are an Employee-owned and operated company that is expanding, which provides many growth opportunities within the company. We currently have over 70 locations in more than 20 states coast-to-coast and have been in business for 30 years.

Best Friends Pet Hotel, inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.

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