Director, IT Operations and Business Systems; NetSuite

Creating a world where pets live longer, healthier lives, from their very first meal.

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We’re Looking For A(n): Director, IT Operations and Business Systems (Net Suite)

Location: Hybrid (El Segundo, CA & Burbank/North Hollywood, CA)

The Director, IT Operations and Business Systems will oversee the IT operations and business applications support teams – the operational backbone of Golden Pet Brands’ technology organization. This role owns the full spectrum of IT support, from end‑user help desk and infrastructure (Meraki, Azure, Google Workspace, M365) to business‑critical application production support across Net Suite, Salesforce, and Deposco WMS.

Reporting to the VP of Technology, this leader will build and manage a team of 3–5 blended technologists spanning help desk technicians and applications support developers. This role is foundational to maintain operational stability, enforcing cybersecurity best practices, and delivering disciplined enhancement delivery in partnership with our Business Systems Analyst.

This is a hands‑on leadership role. The right candidate brings direct, recent experience with the core platforms in our stack and a proven track record of building high‑performing support organizations in fast‑moving DTC and retail environments.

• Occasional off‑hours availability may be required to support business needs.

• Recruit, onboard, and manage a team of 3–5 help desk technicians and applications support developers.
• Define team structure, escalation paths, and coverage models to support a 7‑day‑a‑week DTC operation.
• Serve as a player‑coach during the ramp phase, directly resolving complex tickets and contributing to application enhancements alongside the team.
• Establish performance expectations, career development plans, and KPI accountability for each team member.
• Deliver focused AI adoption to accelerate code production, workflow simplification, and support delivery.

• Own end‑user IT support across all GPB locations and remote workforce – hardware provisioning, account management, and SLA‑driven incident resolution.
• Administer and optimize the Cisco Meraki network environment including switching, wireless, and SD‑WAN.
• Manage the Microsoft Azure / Entra t including identity governance, conditional access, and device management (Intune/MDM).
• Oversee Google Workspace and Microsoft 365 administration including licensing, security policies, and user lifecycle management.
• Enforce cybersecurity best practices including endpoint protection, MFA, phishing awareness, and vulnerability patching.
• Maintain incident response playbooks and serve as the IT lead during security events.

• Manage day‑to‑day support and administration of Net Suite ERP, Salesforce CRM, and Deposco WMS, ensuring system stability and user enablement.
• Triage, prioritize, and resolve application incidents and service requests within defined TTR benchmarks.
• Partner with the Business Systems Analyst (BSA) to manage an organized enhancement backlog, delivering improvements via structured sprint cycles.
• Oversee user provisioning, role configuration, and access governance across all business applications.
• Coordinate with integration vendors (Jitterbit) and platform partners on break/fix and upgrade activities.
• Maintain system documentation, runbooks, and change log standards.

• Own and report on key IT KPIs:
  Time‑to‑Resolution (TTR), ticket volume/trends, SLA compliance, system uptime, and sprint velocity.
• Drive cost efficiency initiatives across software licensing, vendor contracts, and support tooling.
• Champion process automation and self‑service capabilities to reduce repetitive tier‑1 load on the team.
• Own and lead the annual IT roadmap planning process, translating business priorities into a phased technology plan presented to the VP of Technology and executive stakeholders.
• Manage aspects of the IT operating budget – including headcount, software licensing, hardware refresh, and vendor contracts – delivering quarterly spend variance reporting to…