Implementation Manager

Purposebrands

. Own Technical Operations readiness for new products, applications, locations, and country launches.

Posted 10/22/2026full-timeUnited StatesMid-LevelSenior💰 $95,000 - $108,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Technical Operations readiness, including developing and validating support plans, managing concurrent transitions, and leading implementation teams. Proficient in utilizing generative AI tools for operational workflows and ensuring effective communication across technical and non-technical stakeholders.

Highest-signal resume keywords

Technical Operations ReadinessGenerative AI Tools ProficiencyITSM PracticesImplementation LeadershipStakeholder Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Support OperationsService TransitionImplementation PlanningReadiness AssessmentRisk ManagementSupport Scenario ValidationOperational HandoffPerformance ManagementProject CoordinationData Transition

Soft Skills

CoachingCommunicationProblem-SolvingLeadershipCollaboration

Tools & Technologies

Generative AI ToolsITSM Software

Certifications & Qualifications

ITIL CertificationProject Management TrainingChange Management Training

Industry Keywords

Franchise SupportRetail OperationsMulti-Brand EnvironmentsInternational SupportDistributed Support

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Own Technical Operations readiness for new products, applications, locations, and country launches.
Develop and maintain readiness plans, checklists, decision logs, and deliverables across concurrent launches.
Prioritize support-transition work and escalate scope, resource, capacity, or timing changes.
Translate rollout plans into support processes, coverage, support tiers, routing, escalation paths, vendor handoffs, demand expectations, and reporting.
Partner with offshore support leaders and regional stakeholders on access, language and translation needs, training dependencies, time-zone coverage, escalation paths, and local requirements.
Conduct support-readiness walkthroughs and validate prerequisites, configuration, integrations, access, data-transition dependencies, and evidence.
Test representative support scenarios and document defects, results, and unresolved risks.
Verify security and access approvals, change records, monitoring, and rollback or manual-fallback readiness.
Lead readiness reviews, escalate unmet criteria, and recommend corrective action or launch delay.
Support launch activities, including runbook walkthroughs, issue triage, readiness updates, and communications.
Agree hypercare ownership, coverage, ticket triage, reporting cadence, escalation paths, and exit criteria.
Coordinate technical escalations through ITSM and track actions through resolution or accepted handoff.
Prepare and validate support handoff packages and secure receiving-team acceptance.
Evaluate early-life support quality, coordinate post-implementation reviews, and drive corrective actions.
Lead and develop Tech Ops Implementation Specialists through work allocation, coaching, quality reviews, and performance management.
Maintain implementation standards, readiness templates, and service-transition playbooks.
Use approved generative AI tools for implementation plans, checklists, workflows, issue summaries, and stakeholder updates.
Partner with the Automation and AI team to identify activities suited for improvement or automation.
Perform other duties as assigned.

Requirements

What you’ll need

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.
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.
Direct supervisory experience, including work allocation, coaching, performance management, and hiring participation.

Benefits

Comp & perks

Medical, Dental and Vision Coverage
Hybrid Work Environment
Life and Disability Insurance
Unlimited Time off + Paid Holidays
Flexible Friday's between Memorial Day and Labor Day
401(K) Savings Plan Matching at 4%
10 Coaching and Therapy sessions
Mental Health Benefits
Brand Discounts & Reimbursements
In-house workout facilities
Professional Development Opportunities
Team Building, Employee Engagement Activities & so much more