Manager, Implementation

Purpose Brands, LLC; Woodbury (MN); Hybrid; USD 95,000 - 108,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

Hybrid Work Environment

Life and Disability Insurance

Unlimited Time off

401(K) Savings Plan Matching

In-house workout facilities

Job summary

Purpose Brands seeks a Manager, Implementation to lead Technical Operations readiness for new products, applications, and country launches. You will guide Implementation Specialists through planning, validation, launch, hypercare, and handoff, coordinating with offshore teams.

You will own readiness outcomes, validate security and access, and drive evidence-based recommendations while partnering with ITSM and delivery teams for smooth go-live.

Qualifications

• 5+ years in technology support operations and implementation, with 2+ years leading teams.
• Hands-on delivery of Tech Ops readiness and production handoffs.
• Experience managing concurrent support transitions with milestones and risks.
• Supervising implementation or technical support specialists and offshore coordination.
• Proficiency with approved generative AI tools for planning and docs.
• Working knowledge of ITSM processes (incident, problem, change, knowledge).
• Ability to translate business needs into actionable requirements.

Responsibilities

• Own Technical Operations readiness for new products and launches.
• Develop readiness plans, logs, and deliverables with owners and deadlines.
• Align support-transition work with leaders; manage scope and timing changes.

Skills

Tech Ops Experience

Leadership Experience

ITSM Knowledge

AI Tools

Stakeholder Communication

Change Management

Requirements Translation

Education

Bachelor's degree in Information Technology, Information Systems, Business, Project Management, or a related discipline

Tools

Generative AI tools

Job description

Purpose Brands, including Orangetheory, Anytime Fitness, The Bar Method, and Waxing the City, seeks a Manager, Implementation to lead Technical Operations support readiness for new products, applications, locations, and country launches. Reporting to the Director of IT Service Management (ITSM), the Manager directly leads Tech Ops Implementation Specialists and works alongside the team from planning and validation through launch, hypercare, stabilization, and accepted handoff. The Manager owns Tech Ops readiness and early-life support outcomes, partners with offshore support and training leaders on coverage and handoffs, and works through complex readiness and launch issues. Product and delivery teams retain rollout and go-live authority.

Purpose / Impact (Duties & Essential Functions)

• Own Technical Operations readiness for new products, applications, locations, and country launches, including scope, service impacts, receiving teams, acceptance criteria, milestones, dependencies, owners, and risks.
• Develop and maintain readiness plans, checklists, decision logs, and deliverables with Implementation Specialists; assign accountable owners and deadlines across concurrent launches.
• Prioritize and sequence support-transition work with the Director and delivery partners; escape scope, resource, capacity, or timing changes requiring leadership decisions.

Implementation Planning and Intake

• Own Technical Operations readiness for new products, applications, locations, and country launches, including scope, service impacts, receiving teams, acceptance criteria, milestones, dependencies, owners, and risks.
• Develop and maintain readiness plans, checklists, decision logs, and deliverables with Implementation Specialists; assign accountable owners and deadlines across concurrent launches.
• Prioritize and sequence support-transition work with the Director and delivery partners; escape scope, resource, capacity, or timing changes requiring leadership decisions.

Support Model and Location Readiness

• Translate rollout plans into support processes, coverage, support tiers, routing, escalation paths, vendor handoffs, expected demand, and reporting.
• Partner with offshore support leaders and regional stakeholders to validate access, language and translation needs, training dependencies, time-zone coverage, escalation paths, and applicable local requirements.
• Align pilot support coverage and readiness milestones to rollout waves owned by delivery teams; communicate prerequisites, support entry points, responsibilities, and handoffs to locations.
• Document readiness exceptions with an owner, impact, mitigation, due date, and required decision; keep affected stakeholders informed.

Validation and Readiness Decisions

• Conduct support-readiness walkthroughs with Implementation Specialists and technical owners to validate prerequisites, configuration, integrations, access, data-transition dependencies, and supporting evidence.
• Test representative support scenarios, intake, and escalation paths with receiving teams; document defects, results, and unresolved risks for acceptance by designated owners.
• Verify required security and access approvals, change records, monitoring, and rollback or manual-fallback readiness before recommending support readiness.
• Provide evidence-based readiness recommendations; designated technical, business, and service owners retain production-change, go-live, and residual-risk authority.

Knowledge, Training, and Launch Coordination

• Partner with the Manager, Knowledge and Training and offshore training leaders to confirm knowledge readiness, training schedules, proficiency evidence, and knowledge-transfer completion; track dependencies while content and people management remain with their owners.
• Lead support-readiness reviews covering testing evidence, operating procedures, training, user communication, coverage, escalation routes, and unresolved risks; escape unmet criteria and recommend corrective action or launch delay.
• Support launch activities with Implementation Specialists, including runbook walkthroughs, issue triage, readiness updates, and communications; record decisions, accepted risks, and contingency actions.

Hypercare and Accepted Support Handoff

• Agree hypercare ownership, coverage, ticket triage, reporting cadence, escalation paths, and measurable exit criteria with receiving support and service owners before launch.
• Work alongside Implementation Specialists and offshore support leads during hypercare to triage launch-related issues, reproduce support-workflow problems, coordinate technical escalations through ITSM, and track actions through resolution or accepted handoff.
• Prepare and validate support handoff packages, including named service owners, procedures, known issues, support configurations, training evidence, vendor contacts, and escalation paths.

Stabilization and Continuous Improvement

• Secure documented receiving-team acceptance and evidence that exit criteria are met before closing hypercare; assign owners and due dates for accepted outstanding work.
• Evaluate early-life support quality using launch-related demand, recurring issues, knowledge gaps, escalation performance, receiving-team feedback, and time to stabilization; coordinate post-implementation reviews and corrective actions.
• Agree and review targets with the Director for milestone predictability, readiness completion, accepted handoffs, launch-related disruption, early-life case quality, and stabilization time.
• Use outcomes and lessons learned to improve reusable readiness plans, acceptance criteria, rollout checklists, and transition practices.

Hands-On Implementation Leadership and Automation Partnership

• Lead and develop Tech Ops Implementation Specialists through work allocation, coaching, quality reviews, and performance management while working alongside the team to resolve readiness gaps and complete critical launch and handoff deliverables.
• Maintain implementation standards, readiness templates, and service-transition playbooks; recommend capacity, sequencing, and service-risk trade-offs based on evidence.
• Use approved generative AI tools to develop and refine implementation plans, readiness checklists, support workflows, issue summaries, and stakeholder updates; validate outputs against approved sources and follow company information-security requirements.
• Identify repeatable readiness and coordination activities suited for improvement or automation and partner with the Automation and AI team, which owns solution design, development, technical testing, deployment, and maintenance.
• Perform other duties as assigned.

Required Qualifications / Experience

• 5+ years of experience in technology support operations, implementation, service transition, or technical delivery, including 2+ years leading implementation workstreams or teams.
• Demonstrated hands-on delivery of Technical Operations readiness, including developing readiness plans, validating support scenarios, resolving launch issues, and completing accepted operational handoffs.
• Experience managing concurrent support transitions, including milestones, dependencies, risks, readiness evidence, decisions, and stakeholder communication.
• Experience directly supervising and coaching implementation or technical support specialists and coordinating delivery with offshore support and training teams.
• Applied proficiency with approved generative AI tools for implementation planning, documentation, readiness assessments, project coordination, or operational workflows, including validation of outputs and responsible information handling.
• Working knowledge of ITSM incident, problem, change, and knowledge practices, along with relevant application, integration, access, monitoring, and data-transition dependencies.
• Strong ability to translate business and support needs into actionable requirements, communicate readiness decisions to technical and non-technical audiences, evaluate early-life service performance, and improve implementation practices.

Preferred Qualifications

• Bachelor's degree in Information Technology, Information Systems, Business, Project Management, or a related discipline; equivalent practical experience is valued.
• Experience in franchise, fitness, retail, multi-brand, multi-location, international, or distributed support environments, including offshore support or training partnerships.
• ITIL, project-management, or change-management training; familiarity with pilots, phased rollouts, user adoption, and service-transition practices.

Competencies

Delivery Planning

• Service Readiness
• Risk Judgment
• Cross-Team Partnership
• Hands-On People Leadership
• Communication
• Handoff Accountability
• Applied AI Proficiency
• Continuous Improvement

Supervisory Requirements

Directly supervises Tech Ops Implementation Specialists, including Level 1 staff, with responsibility for work allocation, coaching, performance management, and hiring participation. Works alongside the team on critical readiness, launch, and handoff activities and partners with offshore leaders who retain responsibility for their teams.

Salary Range: $95k-108k

What’s in it for you?

• Medical, Dental and Vision Coverage
• Hybrid Work Environment
• Life and Disability Insurance
• Unlimited Time off + Paid Holidays
• Flexible Friday's between Memorial Day and Labor Day
• 401(K) Savings Plan Matching at 4%
• 10 Coaching and Therapy sessions
• Mental Health Benefits
• Brand Discounts & Reimbursements
• In-house workout facilities
• Professional Development Opportunities
• Team Building, Employee Engagement Activities & so much more

Work Schedule

• Remote optional: Fridays
• On-site days: Mondays, Tuesdays, Wednesdays and Thursdays

Diversity, Equity, and Inclusion Statement

Purpose Brands is committed to encouraging, facilitating, and upholding an environment centered on diversity, equity, and inclusion across every facet of the Purpose Brands. We will work to create a sustainable culture that supports a healthy space for learning and growing, valuing, and empowering every employee, inspiring a diverse franchise network, and uplifting the members and communities we serve.

EEO Statement

Purpose Brands provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.