TechOps Supervisor - Remote

Join BWH Hotels – Where Passion Meets Purpose

At BWH® Hotels, we don't just offer employment opportunities, we create opportunities to be part of something extraordinary. As a global leader in hospitality for nearly 80 years, our vision is to inspire travel through unique experiences. Joining our corporate team means becoming part of a dynamic and inclusive community that values innovation, collaboration, and making a meaningful impact in the travel industry.

Headquartered in Phoenix, Arizona, BWH Hotels boasts a powerful portfolio of 18 brands, including WorldHotels™, Best Western® Hotels & Resorts, and SureStay Hotels®, with approximately 4,300 hotels in over 100 countries. We take pride in our top-ranking employee engagement scores and foster a workplace culture where your contributions truly matter. Join us and be part of a team that's shaping the future of hospitality!

Job Purpose

Join our global team as a partner in Information Technology, supporting our Technical Operations business unit.  We are seeking a strategic and people‑focused TechOps Supervisor to lead a team dedicated to enabling product teams (PTS) through operational excellence, observability modernization, and SDLC maturity. This role is leadership‑first, responsible for developing talent, driving roadmap execution, and establishing strong operational practices across teams.

The Supervisor provides structure, coaching, and cross‑functional alignment. While the role remains technically engaged, hands‑on work is secondary to leading people, setting direction, and enabling organizational execution.

Key Responsibilities

Leadership & Strategy

• Lead and mentor a team of Specialists, fostering a culture of ownership, accountability, collaboration, and continuous learning.

• Own the TechOps roadmap for the team’s area of responsibility and execute a 3‑year plan by translating strategy into quarterly deliverables focused on:

• PTS support
• SDLC observability and DORA‑aligned delivery metrics
• IaC maturity and automation/toil reduction
• Observability modernization (tagging, instrumentation, tracing)

• Manage the full people‑leadership lifecycle: hiring, onboarding, goal setting, performance reviews, compensation inputs, coaching/corrective action, and IDPs.

• Establish structured operating rhythms (1:1s, team cadences, retrospectives, planning cycles) and provide clear communication on progress, risks, and outcomes.

Operational Enablement

• Enable Change and Problem Management teams to leverage observability signals for change risk evaluation and release quality assessments; support training on SLOs, DORA metrics, and CI/CD telemetry dashboards.

• Partner with the Incident Response Team (IRT) to mature alert hygiene, reduce false positives, validate procedures, and improve tagging/ownership of alerts.

• Support datadog‑equivalent on‑call and incident workflows by maturing analytics dashboards, escalation paths, and runbook/operational readiness.

• Participate as an escalation point in a 24x7 environment during incidents or surge periods.

Technical Oversight & Execution (Hands‑On When Required)

• Provide guidance on and review of:

• CI/CD operational readiness and release‑quality signals
• Monitoring/alerting standards, runbook maturity, and alert ownership
• IaC and observability‑as‑code implementations (Terraform and automation tooling)

• Champion automation and IaC maturity to reduce toil and improve reliability.

• Ensure systems meet operational standards for scalability, performance, security, and cost efficiency through structured reviews and continuous improvement.

Cross‑Functional Collaboration

• Partner with development teams on service reliability, instrumentation, and operational readiness.

• Act as a liaison across TechOps, Engineering, Security, and IT to support developer productivity and platform improvements.

• Communicate initiatives, risks, and business impacts clearly to both technical and non‑technical audiences.

Required Skills & Experience

• 2+ years of formal people leadership with direct reports (hiring, coaching, performance cycles, compensation inputs, IDPs).

• 3+ years in TechOps, DevOps, SRE, or similar operational/reliability roles.

• Demonstrated experience leading teams or programs, executing roadmaps, and delivering measurable outcomes.

• Proven ability to guide IaC maturity (Terraform or equivalent), automation initiatives, and operational readiness practices.

• Strong foundation in SDLC operational metrics (DORA), CI/CD telemetry, and delivery/reliability signal adoption.

• Solid observability fundamentals at scale: instrumentation, tagging, alert quality, SLO monitoring, and monitoring strategy.

• Functional AWS experience (EC2 and one or more of ECS/EKS/Fargate/Lambda, API Gateway/load balancing).

• Proficiency in Python and/or Bash sufficient to guide and review team automation work.

• Strong communication and cross‑functional partnership skills.

Preferred Qualifications

• 5+ years total experience in TechOps/DevOps/SRE with increasing responsibility (team or program leadership).

• Deep understanding of observability capabilities such as APM, service topology/mapping, CI pipeline visibility, distributed tracing, SLO frameworks, and incident/on‑call analytics in modern observability platforms.

• Experience with configuration management tools such as Ansible or Chef.

• Familiarity with DevSecOps practices and compliance frameworks (PCI‑DSS, CIS Benchmarks, release governance).

• Exposure to AIOps, service ownership models, and hybrid/multi‑region operational environments.

• Experience working in large enterprise or scaled environments.

Work Location and Schedule:

This is a remote based position, working from your home office. Typical working hours are Monday- Friday 8am-5pm. Schedules may be adjusted to accommodate business needs in a 24x7 environment.

Pay:

The starting salary for this role is estimated to be between $74,900 and $99,000. Base pay, however, will be determined based on several factors, which include but are not limited to, applicable skills, work experience, education, business needs and market demands.  This position is not eligible for a bonus.

This position is not eligible for immigration sponsorship. 

Benefits Summary for Full-Time Employees  

· Medical/Dental/Vision available day one 

· Vacation/Sick- accruals start day one 

· Paid company holidays and personal holidays to celebrate what’s important to you  

· 401K - company contribution and match (U.S.) 

· Registered Retirement Savings Plan (RRSP) – company contribution and match (Canada) 

· Employee discounts/hotel discounts 

· Free financial and health wellness programs 

· Tuition Reimbursement 

Equal Employment Opportunity

BWH Hotels (the "Company") maintains a policy of equal employment opportunity for all employees and qualified applicants for employment without regard to race (including hair textures and hair styles associated with race), color or pigmentation, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, alienage or citizenship status, caste, age, disability, gender, gender identity or expression, sex, sexual orientation, LGBTQIA+ individuals, height, weight, pregnancy status, childbirth or related medical conditions, genetic information, uniformed service or veteran status, marital status, or any other characteristic protected by applicable federal, state, provincial, or local laws. The Company’s equal employment opportunity policy applies to all aspects of employment with the Company, including, but not limited to, hiring, promotion, transfer, benefits, discipline, and termination.