Manager, Implementation (ITSM)

Location: Hybrid; on-site Mondays through Thursdays and remote optional on Fridays at the Boca Raton, FL, Woodbury, MN, or Seattle, WA offices, United States.

Salary: $95,000–$108,000 per year.

Company

Purpose Brands operates a multi-brand franchise network including hirify.global, Orangetheory, The Bar Method, and Waxing the City.

What you will do

• Own Technical Operations readiness for new products, applications, locations, and country launches, including plans, acceptance criteria, milestones, dependencies, risks, and stakeholder decisions.
• Translate rollout plans into support processes, coverage, tiers, routing, escalation paths, vendor handoffs, reporting, and location-readiness requirements.
• Conduct readiness walkthroughs, validate configurations, integrations, access, monitoring, security approvals, data-transition dependencies, support scenarios, and fallback plans.
• Coordinate knowledge readiness, training, launch communications, runbooks, issue triage, hypercare coverage, escalation paths, stabilization, and accepted operational handoffs.
• Lead and develop Tech Ops Implementation Specialists through work allocation, coaching, quality reviews, performance management, and hiring participation.
• Use approved generative AI tools for implementation plans, checklists, workflows, issue summaries, and stakeholder updates; partner with the Automation and AI team on improvement and automation opportunities.

Requirements

• 5+ years of experience in technology support operations, implementation, service transition, or technical delivery, including 2+ years leading implementation workstreams or teams.
• Hands-on experience delivering Technical Operations readiness, including readiness plans, support-scenario validation, launch-issue resolution, and accepted operational handoffs.
• Experience managing concurrent support transitions with milestones, dependencies, risks, readiness evidence, decisions, and stakeholder communication.
• Direct experience 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 output validation and responsible information handling.
• Working knowledge of ITSM incident, problem, change, and knowledge practices, plus 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 have

• 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.

Culture & Benefits

• Hybrid work environment with remote Fridays and on-site Mondays through Thursdays.
• Medical, dental, vision, life, disability, and mental health benefits, including 10 coaching and therapy sessions.
• Unlimited time off, paid holidays, and flexible Fridays between Memorial Day and Labor Day.
• 401(k) savings plan with 4% matching, brand discounts, reimbursements, and in-house workout facilities.
• Professional development opportunities, team-building activities, and employee engagement programs.
• Commitment to diversity, equity, inclusion, and equal employment opportunity.