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Boca Raton, Florida, United States
Onsite
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, 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?
We offer a competitive salary along with exceptional benefits such as:
WORK SCHEDULE
Purpose Brands LLC, currently observe the following hybrid work model for employees at our Boca Raton (FL), Woodbury (MN), and Seattle (WA) offices:
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.
