Job Summary: The Director of Technology is responsible for leading, scaling, and modernizing Saxbys’ IT function to support reliable day-to-day operations and continued multi-unit growth across our current and projected footprint. This role owns the full IT operating model, including internal resources, external interface with university & Dining Service Provider partners, and technology vendors, with a particular focus on supporting new cafe openings across multiple geographies. The Director will build a resilient, scalable, and service-oriented IT organization that aligns with Saxbys’ mission to Make Life Better.
In addition to core IT ownership, this role will serve as the day-to-day administrator and execution partner for Saxbys’ AI strategy, helping operationalize company-wide AI tools, governance, training, and adoption in partnership with the SVP of Brand & Cafes.
What You Will Own
- IT Leadership: Serve as the IT leader, setting standards, and priorities aligned with company growth plans. Translate operational needs into scalable technology solutions and manage the IT budget to ensure cost-effectiveness and maximized ROI. Establish clear IT governance, intake, prioritization, and escalation models.
- Org Design & Vendor Management: Drive decisions related to internal staffing versus outsourced support, particularly during "burst" periods of new cafe openings. Develop a scalable organization that optimizes the service and ROI between a small internal IT team and relevant MSP/vendor relationships. Negotiate contracts, manage renewals, and ensure vendors meet performance expectations.
External Partnership Engagement: Interface with university partners, dining service providers, and campus IT teams to align on technology requirements, compliance standards, infrastructure needs, and implementation timelines. Project-manage cross-stakeholder execution to ensure cafe technology is approved, installed, tested, and ready for launch.
- Cafe Technology: Design, configure, and deploy technology infrastructure, networks, and POS for new cafe openings. Oversee the use of technology to enhance the guest experience, including 1st and 3rd party ordering platforms, the Saxbys App, and core systems like Toast (POS) and XtraChef (back office). Manage in-cafe hardware such as digital signage, security cameras, POS/printers, and tablets.
- New Cafe Openings & Expansion: Own IT project management and execution for all new cafe openings. Design scalable deployment models for predictable seasonal opening surges (Aug–Oct, Jan–Feb). Coordinate hardware procurement, POS setup, and network connectivity to ensure cafes are operationally ready at opening and stable post-launch.
- Infrastructure, Security & Compliance: Oversee the design and maintenance of company IT infrastructure, including networks, servers, identity management, MDM, and cloud services. Develop and implement security policies to protect data from cyber threats, ensuring compliance with PCI DSS and CCPA. Conduct regular security audits and oversee team training on best practices.
- IT Operations & Reliability: Ensure consistent uptime and reliability across all cafe and HQ systems. Define and enforce service levels (SLAs) and incident response protocols. Monitor performance, identify systemic issues, and maintain comprehensive documentation and SOPs for all IT systems and procedures.
- AI Administration & Enablement: Serve as the day-to-day administrator and execution partner for Saxbys’ AI tools and enablement efforts, including Claude and other approved AI platforms. Partner with the COO on the execution of Saxbys’ AI strategy by managing access, permissions, governance, vendor coordination, user support, training logistics, and responsible-use practices. Help translate AI strategy into practical workflows, adoption plans, and scalable support processes across departments.
- Data Architecture & Application Management: Develop and implement a data management strategy to ensure quality, accuracy, and accessibility across systems. Oversee the development of a data lake & extraction architecture that integrates systems that are currently fragmented. Partner with stakeholders to select and build business applications (including AI) that leverages the aggregated data layer.
- Team Leadership: Lead and develop a small internal IT team, creating clarity around roles, responsibilities, and expectations. Build documentation and knowledge-sharing practices to reduce single points of failure.
Who You Will Support
- Operations Team: Ensure technology supports seamless daily operations and guest experiences
- People Operations & Accounting Teams: Support the selection and maintenance of HRIS and financial systems.
Marketing Team: Collaborate on the Saxbys App and digital guest engagement platforms.Partner Development Team: Provide technology infrastructure and support for new university partnerships.
- Company Wide: Manage device planning, distribution, and troubleshooting across all departments — including laptops and conference systems.
Who You Will Supervise
This position will supervise a small internal IT team and manage relationships with relevant Managed Service Providers (MSPs) and technology vendors.
What Success Looks Like
- 99.9% uptime for all critical cafe and HQ technology systems
- 100% of new cafe openings completed on schedule with fully functional and stable IT infrastructure
- IT budget maintained within established targets while maximizing ROI on technology investments
- Successful completion of annual security audits and maintenance of PCI DSS compliance
- Establishment of a service-oriented IT culture with high internal stakeholder satisfaction scores
- Clear AI administration model established, including access management, governance, user support, and adoption tracking
- Increased practical adoption of approved AI tools across departments in alignment with company strategy and responsible-use standards
- Execution of a data architecture project - leveraging external partners - that integrate fragmented system and enables clean data extraction
Where You Excel
- Strategic IT Planning & Vision
- Scalable Systems Architecture
- Vendor & Contract Management
- Project Management
- Problem Solving & Incident Response
- Cross-Functional Collaboration
- AI Tool Administration & Enablement
- Change Management & User Adoption
What You Have Done
- 7+ years of progressive IT leadership experience, preferably in retail, hospitality, or a multi-unit environment
- Proven track record of scaling IT infrastructure to support rapid organizational growth
- Experience with cafe, restaurant, retail, or field-based technology environments
- Strong knowledge of POS systems (Toast experience is a plus) and cafe-specific technology
- Experience implementing and managing security frameworks and compliance standards (PCI, CCPA)
- Hands-on experience building workflows and automations using AI tools such as Claude (preferred), ChatGPT, Microsoft Copilot, or similar platforms
- Bachelor’s degree in Information Technology, Computer Science, or a related field
What is Required
- Support, exhibit, and promote Saxbys Mission and Core Values in all daily activities.
- Travel Requirement up to 20%
- Valid driver's license
- Physical requirements:
- Able to stoop and kneel
- Push, pull, lift or carry up to 35 lbs
- Ascend or descend ladders, stairs, ramps
