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 World Hotels™, Best Western® Hotels & Resorts, and Sure Stay 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!

Join our global team as a partner in Information Technology, supporting our Technical Operations business unit. We are seeking a strategic and people‑focused Tech Ops 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.

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

• 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.

• 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.

• Partner with development teams on service reliability, instrumentation, and operational readiness.
• Act as a liaison across Tech Ops, 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.

• 2+ years of formal people leadership with direct reports (hiring, coaching, performance cycles, compensation inputs, IDPs).
• 3+ years in Tech Ops, Dev Ops, SRE, or similar operational/reliability roles.
• Demonstrated experience leading teams…