Integrations Team Lead

Hotels depend on a complex network of suppliers, accounting platforms, POS systems, business intelligence tools, and operational systems.

At Reeco, we're bringing those systems together into one connected platform.

As the Integrations Team Lead, you'll lead the team responsible for connecting Reeco with the systems and suppliers our customers rely on every day. You'll oversee supplier connectivity, accounting and POS integrations, data validation, technical troubleshooting, and ongoing integration support across hotel groups throughout North America.

This is a hands-on leadership role. You'll manage the team's workload and performance, support complex technical issues, improve integration processes, and ensure work is completed accurately, efficiently, and with clear documentation.

You'll work closely with the Implementation team to align technical work with customer timelines, while maintaining clear ownership of integration execution and quality.

Why this role is different

This role combines people leadership, technical problem-solving, and operational ownership.

You'll lead a centralized team working across a high volume of supplier connections, system integrations, configuration requests, and technical issues. Your focus will be ensuring the team has clear priorities, the right tools and documentation, and the support needed to deliver consistently high-quality work.

You'll also help Reeco scale by standardizing workflows, reducing recurring issues, improving visibility, and identifying opportunities for automation.

You'll be responsible for

Team Leadership

• Lead, coach, and develop the Integrations team.
• Manage team workload, capacity, priorities, and ticket assignments.
• Establish clear expectations for speed, accuracy, documentation, and communication.
• Conduct regular one-on-ones, performance reviews, and team coaching.
• Support the onboarding and development of new team members.
• Build technical expertise across supplier connectivity, accounting platforms, POS systems, and Reeco integrations.
• Create a culture of ownership, accountability, and continuous improvement.

Integration Operations

• Oversee supplier connections, system integrations, credential validation, and data-flow testing.
• Ensure integrations with accounting platforms, POS systems, BI tools, inventory platforms, and other third-party systems are configured correctly.
• Monitor ticket queues, backlogs, aging, and service-level performance.
• Prioritize work based on urgency, business impact, and customer needs.
• Serve as the escalation point for failed integrations, unsupported systems, data mismatches, and technical defects.
• Review complex issues and support the team with advanced troubleshooting.
• Ensure every ticket has clear ownership, status, documentation, and next steps.
• Support both new connections and ongoing post-launch integration requests.

Process Improvement

• Build and maintain playbooks for common suppliers, platforms, and integration workflows.
• Standardize documentation, escalation paths, and quality-control processes.
• Identify recurring issues and address their root causes.
• Improve first-pass completion and reduce avoidable rework.
• Identify opportunities to automate repetitive integration tasks.
• Partner with Product and Engineering to improve integration functionality and internal tools.
• Use team data to improve staffing, capacity planning, and prioritization.

Cross-Functional Collaboration

• Partner with the Implementation team to align integration work with customer timelines and dependencies.
• Collaborate with Product and Engineering on defects, technical limitations, and integration improvements.
• Work with Customer Success and Customer Care on post-launch requests and escalations.
• Coordinate with Partner Success, suppliers, and external technology partners when needed.
• Communicate delivery risks, blockers, and capacity constraints clearly to leadership.

How we work

We believe in:

• Customer obsession
• Ownership and accountability
• Fast execution without sacrificing quality
• Clear and proactive communication
• Strong documentation and operational visibility
• Continuous learning and improvement
• Cross-functional problem-solving

Quick Notes

• Hands-on leadership role managing a high-volume integrations function.
• Supports hotel groups across North America.
• Works closely with global Product, Engineering, and customer-facing teams.
• Success is measured through team performance, integration quality, throughput, backlog health, and process improvement.
• This role does not own customer project management, training, or adoption.

What we're looking for

• 4+ years of experience in technical integrations, SaaS operations, technical support, systems administration, or a similar role.
• Previous experience leading, coaching, or mentoring a technical or operational team.
• Experience managing a centralized ticket queue or high-volume technical workload.
• Strong understanding of APIs, credentials, authentication, data flows, and integration logic.
• Strong troubleshooting and analytical problem-solving skills.
• Ability to prioritize competing requests and manage team capacity.
• Strong written communication and documentation skills.
• Experience creating workflows, playbooks, SLAs, and quality standards.
• Ability to communicate clearly with technical and non-technical stakeholders.
• Experience with tools such as Jira, Rocketlane, Monday.com, ClickUp, Asana, or similar.

Bonus if you've worked with

• Hospitality technology
• Procure-to-Pay platforms
• Supplier connectivity
• Accounting & ERP systems
• POS systems
• EDI integrations
• REST APIs
• SQL
• High-volume technical operations environments

What great looks like after 60 days

By your first 60 days, you'll:

• Independently manage the Integrations team's workload, priorities, and execution cadence.
• Establish clear visibility into ticket ownership, status, blockers, and aging.
• Improve consistency across documentation, escalation, and quality standards.
• Support the team in resolving complex supplier and system integration issues.
• Reduce avoidable delays and rework.
• Improve playbooks for common suppliers and platforms.
• Build strong working relationships with Product, Engineering, Implementation, Customer Success, and Partner Success.
• Operate as the trusted owner of Reeco's integration operations function.