Manager, Implementation

Purpose Brands•Boca Raton, FL

12d•Hybrid

About The Position

Purpose Brands 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), this role directly leads Tech Ops Implementation Specialists and works alongside them 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. The Manager develops and maintains readiness plans, validates support models and launch prerequisites, leads support-readiness reviews, coordinates knowledge and training dependencies, and oversees hypercare and support handoffs. The role evaluates early-life support outcomes, improves reusable transition practices, coaches and manages implementation specialists, and partners with the Automation and AI team to identify opportunities to improve or automate repeatable work. Approved generative AI tools may be used for planning and documentation, subject to output validation and company information-security requirements.

Requirements

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.
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.

Nice To Haves

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.

Responsibilities

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; assign accountable owners and deadlines across concurrent launches.
Prioritize and sequence support-transition work with the Director and delivery partners, escalating changes to scope, resources, capacity, or timing that require leadership decisions.
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, and communicate prerequisites, support entry points, responsibilities, and handoffs to locations.
Document readiness exceptions with an owner, impact, mitigation, due date, and required decision, and keep affected stakeholders informed.
Conduct support-readiness walkthroughs 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 while respecting designated owners’ authority over production changes, go-live, and residual risk.
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; escalate unmet criteria and recommend corrective action or launch delay.
Support launch activities, including runbook walkthroughs, issue triage, readiness updates, and communications; record decisions, accepted risks, and contingency actions.
Agree on hypercare ownership, coverage, ticket triage, reporting cadence, escalation paths, and measurable exit criteria with receiving support and service owners before launch.
Work with 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.
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 on 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.
Lead and develop Tech Ops Implementation Specialists through work allocation, coaching, quality reviews, and performance management, while working alongside the team on critical readiness, 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 for improvement or automation, partnering with the Automation and AI team, which owns solution design, development, technical testing, deployment, and maintenance.
Perform other duties as assigned.
Directly supervise Tech Ops Implementation Specialists, including Level 1 staff, with responsibility for work allocation, coaching, performance management, and hiring participation; partner with offshore leaders who retain responsibility for their teams.