Manager, Information Technology

Maritz•Fenton, MO

2d•Hybrid

About The Position

The Manager, IT will lead the RPP Onboarding and Support teams within Maritz’s Auto Engineering organization, overseeing the day-to-day operations and strategic growth of the teams responsible for bringing new clients onto the Retail Performance Platform (RPP) and sustaining the programs already running on it. RPP is Maritz’s next-generation, cloud-native platform designed to power incentive, recognition, and engagement programs at enterprise scale. It brings together program administration, participant engagement, communications, and performance analytics into unified digital experiences. This role is operational and strategic. You will make sure onboarding engagements are delivered on time and with quality, that production support meets client expectations, and that your teams are capable and motivated to perform at a high level. You’ll partner closely with Engineering, Product Management, Client Success, and Business Analysts to coordinate across the delivery lifecycle, from initial client discovery through go-live and ongoing support. We’re looking for a strong people leader and thought partner. Someone willing to dig in, lead through change, and help move the team forward. This is a meaningful leadership opportunity at an important time for the platform, as RPP actively replaces legacy systems and enables new client growth. The right candidate will bring operational discipline, a passion for developing talent, and the ability to balance near-term delivery with long-term team and process evolution.

Requirements

Bachelor’s degree in Computer Science, Business Administration, or related discipline with an information technology focus, or equivalent experience.
5+ years of technology-related experience, including 2+ years in a people management role leading delivery or operations teams.
Demonstrated experience managing client-facing implementations, onboardings, or technology delivery engagements.
Strong people leadership skills with a track record of developing talent, building team culture, and managing through change.
Experience with production support operations, including incident management, triage, and escalation processes.
Ability to manage multiple priorities simultaneously while maintaining delivery quality and meeting deadlines.
Strong analysis, problem-solving, and decision-making skills with the ability to balance operational needs and strategic objectives.
Professional demeanor, including verbal and written communication skills for effective interface with all levels of the organization as well as with clients.
Proven experience with process improvement and a mindset toward standardization and scalability.

Nice To Haves

Experience with cloud-native platforms, multi-tenant architectures, and/or incentive, recognition, or engagement program domains.
Practical experience using AI-enabled tools to improve team efficiency and delivery outcomes, with sound judgment on when to apply AI and how to protect sensitive data in accordance with company policies.

Responsibilities

Leads and directs the Onboarding and Support teams through active management and hands-on leadership.
Responsible for career pathing, development plans, and performance management for all direct reports.
Monitors and manages team staffing levels by recruiting, coaching, and training employees.
Communicates job expectations, provides regular performance feedback, and builds a culture of accountability, collaboration, and continuous improvement.
Mentors emerging leaders and supports succession planning within the team.
Oversees the end-to-end delivery of RPP client onboardings, making sure implementations are scoped, planned, and executed to meet client timelines and quality standards.
Partners with Business Analysts, Engineers, Product Management, and Client Success to coordinate onboarding activities including requirements, configuration, integration, testing, and go-live.
Serves as an escalation point for onboarding risks, dependencies, and scope changes.
Promotes adoption of repeatable processes, reusable patterns, and standardized tooling to reduce cycle time and improve onboarding consistency.
Manages the RPP production support function, maintaining timely resolution of incidents, defects, and client requests.
Monitors operational health, service levels, and client satisfaction metrics.
Establishes and refines support processes, triage workflows, and escalation procedures.
Coordinates with Engineering on root cause analysis, bug fixes, and platform stability.
Makes sure the support team maintains strong client relationships and proactive communication.
Works with department leaders on strategy development, workload management, project timelines, and budgeting.
Identifies and implements process improvements across onboarding and support workflows to increase efficiency, reduce rework, and scale operations as RPP grows.
Partners with Product Management and Engineering leadership to match team capacity and priorities with the platform roadmap and client pipeline.
Contributes to organizational planning, tooling decisions, and operational reporting.