Director of Information Technology - Eleven Experience

About Us

Eleven is like no other place. We’re an adventure travel company with a diverse portfolio of intimate, extraordinary adventure lodges in remote locations around the world. We strive to give every one of our guests the best day of their life everyday, whether heli-skiing near the Arctic Circle in Iceland or casting for bonefish on a remote island in the Bahamas. At each destination our guided backcountry adventures await guests of all ages and skill levels. Our lodges, chalets, and beach houses combine five-star accommodations with incredible cuisine. To our guests we are trusted, down to Earth, smart, innovative, discreet and fun. To our international team, we are a community with genuine camaraderie, and we value creativity, work ethic, kindness, and strong communication. Our success is dependent on our employees’ well being, and we continue to evolve more programs and benefits to support work life balance, and remain open to ideas, feedback, and new sustainable approaches. We take pride in promoting employees from within who prove to be committed, valuable, and have a genuine desire to grow.

Position Summary

Eleven is seeking a flexible and organized Director of Information Technology to maintain responsibility for the full Eleven Experience technology stack. This position will manage the Business Systems Team, and collaborate closely with the Directors of Risk Management, Sales, and Marketing teams to continuously drive improvements in systems and technology innovation in order to build back-end efficiencies while delivering a premier customer-facing experience. This position requires a Bachelor’s in computer science or related field, 5+ years experience managing systems for an international hotel company and multinational sales/call center, and 5+ years experience administering 4+ systems in the following categories: Salesforce, Pardot, Opera, Synxis, Web and OTA Booking Extranets, Point of Sale Systems, and Word Press Web Development. The ideal candidate will have a Master’s degree in a related field. This full time, year round position starts at $120,000 - $175,000 annually, dependent on experience and qualifications.

Position Purpose

• This diverse position is responsible for the full Eleven Experience technology stack. As a member of the global management team, The Director of Information Technology collaborates with internal and external stakeholders to continuously drive improvements in systems and technology innovation in order to build back-end efficiencies while delivering a premier customer-facing experience. This director-level position works with departments across the organization to guide the development of all technology systems, including Salesforce, the primary database. The Director of Information Technology manages the Business Systems Team and has responsibilities associated with ancillary processes that come with systems implementation such as credit card processing, accounts receivable, training, procedures, etc.

Responsibilities/Duties/Functions/Tasks

• Manage the Business Systems Team - Triage support, development, implementation, and training requests for the Eleven Central corporate team as well as all properties worldwide.

• Take responsibility for all systems from research/purchase thru to implementation, configuration, training, upkeep and security.

• Act as chief liaison to Eleven Systems, the in-house software development firm who manages IT hardware infrastructure and develops custom software to meet the needs of our unique business.

• Collaborate with the Director of Risk Management and the Eleven Systems team to ensure all systems are PCI compliant and meet industry standard security requirements.

• Collaborate with the Director of Sales Operations to refine Salesforce workflows, manage our call center, and provide training and SOPs to support the Sales Team and improve overall efficiency.

• Collaborate with the Marketing Director and Eleven Systems team to manage the Eleven Experience website from both a technical standpoint and the guest facing booking/sales experience.

• Take responsibility for all property management, point of sale, and inventory systems.

• Manage Eleven’s lodging inventory and its distribution via channel management systems, online booking, live sales, and partner websites.

• Collaborate with the Director of Product Development and the Business Systems Team to build and price all products in our systems ensuring rate parity across channels.

• Collaborate with Accounting and our tax/vat council to ensure the appropriate taxes are being collected, and revenue is being accepted in compliance in all countries and municipalities worldwide.

• Manage our global FX/currency exchange strategy and its implementation in Salesforce, Opera and any other systems accepting revenue.

• Prepare the annual Business Systems department budget taking into account recurring charges, negotiating existing agreements, develop staffing analysis, research and present new programs and opportunities.

• Perform any and all other necessary duties, whether assigned or not, to satisfy the requirements of the Position Purpose described above.

Qualifications

• Bachelor’s in computer science or other appropriate field.

• 5+ years of experience managing systems for an international hotel company and a multinational sales/call center.

• 5+ years of experience administering 4 or more systems in the following categories: Salesforce CRM, Salesforce Integrated Call Center, Pardot Marketing Automation, Opera Property Management System, Synxis Channel Management System, Web and OTA Booking Extranets, Point of Sale Systems (Lightspeed, Shopify, Micros), Word Press Web Development.

Special Position Requirements

• High ethical standards and a strong sense of confidentiality.

• Ability to work well with a diverse group of people.

• Strong communication skills, both verbal and written.

• Ability to think at a higher, macro level to support the company growth and represent the department values and liabilities.

• Strong organizational skills with the ability to consistently meet deadlines.

• Ability to handle high pressure demands and competing priorities.

• Ability to be flexible and adaptable in a company that is growing and changing rapidly.

• Ability to challenge conventional approaches and a willingness to build a unique approach.

• Ability to effectively manage a remote team.

Preferences

• Master’s degree in a related field.

Work Requirements

• Valid passport and ability to travel to domestic and international locations: 20% travel as needed for implementation, training, and quality control.

• Flexible working hours to accommodate business operations in various time zones.

• Ability to efficiently operate computers and other technological devices.

• Ability to function in front of a computer screen for extended hours and sit in a chair, or stand up desk, for the majority of the workday.