Manager, Implementation

Location: Saint Paul

Purpose Brands, including Orange theory, 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)
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; escalate 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; escalate 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,…