Our Mission
We’re building the human infrastructure behind the digital world for older adults. As technology becomes essential to healthcare, communication, safety, and everyday life, millions of older adults risk being left behind, and senior living operators are increasingly expected to solve a challenge they were never designed to manage.
The Smarter Service partners with senior living communities and older adults to deliver scalable, high-touch technology support that improves resident satisfaction, operational efficiency, staff capacity, and quality of life. We combine concierge-level service with operational discipline, data-driven insights, and strategic partnerships to create a category-defining platform in one of the fastest-growing markets in the country.
This is not a maintenance business. It’s a mission-driven growth company operating at the intersection of aging, technology, hospitality, healthcare, and operations, building systems and experiences that will become increasingly essential over the next decade. We are looking for leaders who thrive in fast-moving environments, can build scalable operational infrastructure from complexity, and want to help shape a company solving a massive societal problem while creating measurable business impact.
About the Role
Today, most of our work is delivered through high-touch service inside senior living communities and directly with older adults. At the same time, we’re building the operational and technical infrastructure to support virtual service delivery, omnichannel remote support (email, text, chat, video, web, mobile, audio, rich customer data profiling and KPI tracking and AI-assisted knowledge bases and workflows that let us scale intelligently without sacrificing trust, empathy, or human connection.
Our current platforms helped us get here, but they will not take us where we’re headed. Your job is to help architect what does and then implement, test, deploy and manage a fast growing interconnected digital support ecosystem involving integrating proven SaaS and API solutions that will scale cost effectively to meet our plans for rapid growth in our B2B and B2C lines of business.
This is not a traditional IT infrastructure role. We are not looking for someone to manage tickets, vendors, and laptops. We are looking for a highly strategic, operationally-minded builder who will help us leverage technology, automation, AI, data, and scalable platforms to evolve how our organization operates while protecting the deeply human experience at the center of our mission. You’ll architect the operational backbone of a category-defining company. As we grow, your scope will too, including building a team beneath you when the business supports it.
Where This Role Lives in the Org
You’ll report to the COO and partner closely with our Senior Director of Operations as a peer. Together, you’ll be the operating spine of the company, with clearly distinct ownership.
- You own the technical operating system. System selection and architecture, integrations, data infrastructure, AI and automation tooling, vendor relationships, the call-center technology stack, security and compliance infrastructure, and build-vs-buy decisions.
- The Senior Director of Operations owns the human operating system. People, service delivery, the workforce inside the call center, customer experience, and change management for the team.
- You co-deliver on the biggest initiatives. ERP rollout, call-center stand-up, AI/automation deployment, you architect, vet vendors, test, adopt and run.
If something is fundamentally a question of “what tool, what architecture, what integration, what vendor, what data,” it’s yours. If it’s fundamentally a question of “what process, what staffing, what training, what customer experience,” it’s the duty of the Senior Director of Operations. The line will get blurry, that’s expected. We hire both roles to navigate that blurriness together, not to draw a hard wall down the middle.
What You’ll Own
- Lead our ERP and core business systems strategy. Drive the selection, architecture, and implementation of the platform ecosystem that will carry the company through its next stage of growth across both B2B and emerging B2C, including data migration, integration design, and the change-management partnership with Operations that determines whether the rollout actually sticks.
- Architect the technical foundation for our virtual and B2C service model. Design and stand up the call-center technology stack, customer communication systems, knowledge management, ticketing, and the AI-assisted workflows that will let us serve older adults remotely without losing the warmth that defines our brand. The workforce side of the call center sits with the Senior Director of Operations.
- Build the company’s data and reporting backbone. Stand up the operational visibility, dashboards, reporting infrastructure, system integrations, that lets every leader see what’s actually happening across the business and make decisions on real data, not anecdote.
- Lead AI and automation strategy with judgment. Identify, evaluate, and deploy AI and automation that reduces manual work, increases leverage, and improves service while applying clear judgment about where human interaction must remain. Maintain a coherent point of view on build vs. buy, and on which experiments are worth running.
- Own our technology vendor and partner ecosystem. Develop and manage the implementation partners, platform providers, API connections and seek to minimize customization with a preference for intelligent configuration of proven SaaS systems with native API’s to talk to each other and stay in sync. Vet partners, negotiate contracts, set expectations, hold vendors accountable and manage to a timeline and budget.
- Be a strategic thought partner to leadership. Help us see around the corners, on technology, on data, on AI, on how our systems should evolve. Push back when ambition outruns reality, and find the path forward when it doesn’t.
- This is not a traditional IT or help-desk role. Internal IT support, device management, and end-user help will be sourced through vendors or junior support over time. You’ll set the strategy, not staff the help desk.
Who You Are
- Technology-forward, but fundamentally human-centered. You believe great technology should strengthen human connection and service, not replace it, especially when serving older adults who need trust, patience, and confidence to navigate a digital world that wasn’t designed for them. You have strong opinions about where AI helps and where it has no business being deployed.
- A translator between technical and non-technical worlds. You understand complex systems, integrations, and emerging tech, but you can explain them in a way that feels practical and grounded for everyday users, and you don’t hide behind jargon when a plain English answer is better.
- Strategic AND hands-on. You’re comfortable thinking long-term about systems architecture, AND equally willing to jump into a vendor demo, an integration spec, a workflow configuration, or a 1:1 with a frustrated user. At this stage, neither pure strategist nor pure tinkerer will work.
- Calm in complexity. You navigate ambiguity, shifting priorities, and imperfect information without becoming reactive. You help leadership stay realistic about what can be executed well, and you’re willing to push back when ambition outruns capacity.
- A builder who collaborates well across lines. You work effectively with frontline employees, operational leaders, vendors, and executives. You earn trust through curiosity, humility, responsiveness, and follow-through, not through credentials or titles.
- Defaults toward leverage and efficiency. You’re energized by AI, automation, integrations, and operational tooling, and you instinctively look for opportunities to eliminate repetitive work while maintaining good judgment about where human interaction remains essential.
Your First Six Months
There are three substantive outcomes:
- Months 1-3: Drive the core systems selection to a clear, well-reasoned decision. Lead the evaluation process, run vendor selection, phased scope and budget in partnership with Operations and Finance. Then, define the implementation plan, and begin data transfer, testing and rollout. By month two or three, the decision is made, the contract is signed, and the migration is in motion with a credible change-management partnership with the Senior Director of Operations.
- Months: 4-5: Stand up the first version of operational system for visibility and reporting. Ship an initial version of an integrated system of selected SaaS systems with a core working set of dashboards and reports that give leadership real-time visibility into the day to day business — customer health, service delivery, financial leading indicators, workforce capacity. Imperfect but real always beats elegant and hypothetical.
- Months: 5-6: Architect and begin building the rest of the call-center technology stack. Define the knowledge-management approach, and ship the first version that supports Operations as they staff and launch. Lay the foundation for the AI-assisted layer that will come next. Ship three to five AI or automation deployments that demonstrably move the needle. Not theoretical AI strategy decks, but actual deployments that save hours, reduce errors, or improve the customer experience. Each one with a measurable before/after, and a clear view on what should and shouldn’t be automated.
Desired Qualifications
- 10+ years of relevant experience in operational systems leadership, ERP/platform implementations, third party SaaS and API integrations, SaaS software engineering including complex configuration and some customization, AI/automation deployment in a labor based / services business.
- Hands-on experience architecting call / contact center technology stacks (CCaaS platforms, VoIP, ticketing, knowledge management) for remote and distributed staff preferred
- Proven track record of leading full-cycle ERP selection, implementation, data migration, integration design, and change management
- Hands on experience with databases, AI and code review: Ability to code, review and troubleshoot in SQL (database queries, build reports and ensure data validation); Ability to ship automations and workflows without a developer; API call management; Zapier custom code steps; AI prompt engineering and vibe code prompting to deploy AI workflows and evaluate vendor claims - are required to help be the glue that fixes what might now work out of the box across platforms, tools and data sets. Full stack software development experience is helpful but not required.
- Vendor management experience: vetting implementation partners, negotiating contracts, managing SLAs and timelines
- Experience deploying AI and automation tools in production environments — not just strategy decks
- Experience building operational dashboards and reporting infrastructure (BI tools, real-time visibility systems, KPI’s, dashboards)
- Ability to operate as an individual contributor without a team initially, using vendors and implementation partners for execution capacity, then growing your internal team as the business warrants
- Background working in a services business (not purely product/SaaS) — IT staffing, sales force management, healthcare, senior care, or similar human-centered services strongly preferred
- Knowledge management platforms: Guru, Confluence, Notion, or similar
- Security and compliance awareness: HIPAA, CCPA, GDPR (especially relevant given the senior/healthcare-adjacent population served)
- Calm under ambiguity, able to ship imperfect-but-functional systems rather than waiting for perfect solutions
- BA or Master’s degree in computer science, information systems or business is preferred
Physical & Work Requirements
- Ability to work at a computer for extended periods and conduct phone and video calls.
- Access to your own computer and mobile phone hardware and data/cellular service.
- Reliable internet connection and a quiet workspace appropriate for customer-facing calls.
- Company to provide a home office / technology stipend
Benefits
- Company paid healthcare stipend.
- 10 days Paid Time Off, plus 11 paid company / national holidays.
- Remote-first work environment with Company paid technology stipend
- Direct access to senior leadership and a path to advancement.
Pay: $145,000.00 - $165,000.00 per year
Benefits:
- Flexible schedule
- Paid time off
Application Question(s):
- Have you led and ERP implementation?
- Have you worked in a start up before?
- Are you a builder?
Work Location: Remote
