Technology Operations Manager

REP designs world‑class, innovative gym equipment and has joined apparel, supplements, athletes, and events. The Technology Operations Manager will lead the IT Operations function and build a proactive, metrics‑driven team that supports our rapid growth. About This Role The Technology Operations Manager reports to the Director of Global IT and works alongside the Systems & Architecture and Website teams. The role starts with one direct report and a network of managed service partners, with the ultimate structure of the team defined by the manager. Essential Functions Team Building & Leadership Architect the future of the Technology Ops team by assessing current capabilities, identifying gaps, and defining what the team must become to support long‑term growth Lead, mentor, and develop your direct report today, and build toward a high‑performing blended team of internal staff and managed service partners over time Make the case for team structure, headcount, and capability investment through performance and data, earning the team you build Set a high bar for accountability, service quality, and continuous improvement, and hire to that standard as the team grows Foster a culture that reflects the Technology Ops model: proactive, employee‑enabling, and metrics‑driven, rather than traditional reactive IT support Govern and hold accountable the managed service providers who support UK and EU operations, ensuring SLA performance and service quality Value‑Oriented Metrics, Reporting & Continuous Improvement Establish a metrics framework that demonstrates the business value Technology Ops delivers, not just operational activity Define, track, and report on outcomes that matter: cost per employee, SaaS spend efficiency, IAM automation ROI, vendor performance, employee enablement, and security posture health Create operational dashboards and deliver regular, decision‑ready reporting to the Director of Global IT Use data to surface trends, drive proactive improvements, and inform resourcing and investment decisions Establish a quarterly business review cadence with key vendors and service partners Employee Technology Support & Self‑Service Lead the help desk function with a relentless focus on employee experience and proactive enablement Mature and expand the self‑service knowledge base and help portal, scaling support through enablement rather than headcount alone Produce and oversee user aid videos, how‑to guides, and proactive technology communications that help employees get more from the tools REP Fitness provides Ensure the technology onboarding experience is best‑in‑class and fully integrated with the People Ops new hire journey Shift the team's operating identity from ticket‑takers to technology enablers Identity & Access Management (IAM) Own and mature REP Fitness's Microsoft Entra ID environment, a key near‑term priority for the function Lead the design and implementation of automated user provisioning and deprovisioning workflows that remove IT from routine onboarding, offboarding, and role transition activities Leverage Entra ID Governance, Lifecycle Workflows, and SCIM integrations, to enforce least‑privilege access across our SaaS portfolio Manage access policies and identity governance across a growing, internationally distributed workforce Security Operations Serve as the internal coordination and accountability point for REP Fitness's security posture, working closely with our managed SOC partner, FWaaS provider, zero trust framework, and endpoint management stack Maintain a strong internal relationship with our security vendors, ensuring performance and alignment to REP Fitness's needs Drive security awareness training, phishing simulation programs, and policy enforcement across the global employee base Act as the internal escalation and communication lead during security incidents, in close partnership with the SOC SaaS Portfolio & Vendor Management Own the SaaS application portfolio end to end, including licensing, renewals, utilization, vendor relationships, and spend optimization Maintain and improve a structured SaaS intake, evaluation, and security review process for new tool requests Manage all technology vendor relationships with clear accountability frameworks, defined SLAs, and regular performance reviews Ensure all vendors and platforms meet REP Fitness's security and compliance standards Support operational stability across our Shopify Plus environments and other business‑critical platforms Cloud & Infrastructure Oversight Maintain operational oversight of REP Fitness's Microsoft Azure and Fabric environments in partnership with the Systems & Architecture team Ensure appropriate access governance and cost visibility for cloud resources Champion REP Fitness's zero on‑premise, SaaS‑first philosophy as the company continues to scale Bring an operational lens to infrastructure decisions, including availability, security, cost, and supportability Budget & Financial Management Own the Technology Ops budget with transparency and rigor Establish and maintain frameworks for understanding total cost of operations and cost per employee, giving the Director of Global IT clear and consistent visibility into technology investment Conduct regular license audits and utilization reviews to optimize SaaS and cloud spend Deliver financial forecasting and budget reporting aligned to REP Fitness's growth trajectory Policy, Documentation & Governance Develop and maintain a comprehensive, living library of IT policies, runbooks, and standard operating procedures Build a documentation‑first culture within the team so everything repeatable is written down and, where possible, automated Govern and maintain IT data privacy efforts, complying with US, UK, and EU regulations Establish governance processes for technology decisions, access reviews, and vendor onboarding Technology Training & Employee Enablement Build and run a proactive technology enablement program that includes training content, video libraries, and a regular internal communications cadence to help employees work smarter Partner with People Ops to ensure technology orientation is a seamless and high‑quality part of the new hire experience Measure and continuously improve technology adoption and employee satisfaction scores across the organization Business Continuity & Incident Management Own incident response processes and communication protocols in close partnership with the SOC and Systems & Architecture team Maintain and regularly test business continuity and disaster recovery plans appropriate for a SaaS‑native, cloud‑first environment Ensure clear escalation paths and consistent stakeholder communication during technology incidents International IT Operations Coordinate technology operations across our US, UK, and EU employee populations, with UK and EU delivery managed by local MSP partners Hold international MSP partners accountable to performance standards and service quality Ensure globally consistent technology standards as REP Fitness continues its international expansion What You Will Bring To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Ability to read, analyze, and interpret technical procedures, vendor contracts, service‑level agreements, and general business documents Ability to write reports, policies, runbooks, and clear technical communications for both technical and non‑technical audiences Ability to present information and respond to questions from leadership, peer technology teams, vendors, and end users, including delivering regular, decision‑ready reporting to the Director of Global IT Ability to define problems, collect and analyze data, establish facts, and draw valid conclusions in ambiguous situations without a predefined playbook Ability to objectively assess existing capabilities, identify the highest‑leverage improvements, and make sound autonomous decisions that balance availability, security, cost, and supportability Ability to work with budgets, forecasts, licensing and utilization data, and cost‑per‑employee metrics Ability to calculate figures and amounts such as discounts, proportions, and percentages, and interpret KPIs, dashboards, and spend trends to inform resourcing and investment decisions Computer Skills Demonstrated proficiency across a SaaS‑first, cloud‑native technology environment Microsoft Entra ID (Azure AD) and identity governance – Lifecycle Workflows, SCIM integrations, and least‑privilege access models Microsoft Azure and Microsoft Fabric (analytics / data warehouse) environments Security tooling and frameworks – Zero Trust, FWaaS, endpoint management, and managed SOC operations SaaS administration, license management, and spend optimization in a zero on‑premise environment Shopify Plus operational support (multi‑brand, international) Metrics, dashboards, and reporting tools used to drive proactive, data‑informed decisions Technology Environment Identity & Access – Microsoft Entra ID (maturing – key priority) Security – Zero Trust, FWaaS, Endpoint Management, Managed SOC Infrastructure – SaaS‑first, zero on‑premise Cloud – Microsoft Azure & Fabric (analytics / data warehouse) eCommerce – Shopify Plus (multi‑brand, international) International Coverage – US direct | UK & EU via local MSP partners Peer Teams – Systems & Architecture | Website Education and Experience Bachelor's degree (B.A./B.S.) from a four‑year college or university preferred, or an equivalent combination of education and experience 5-8 years of progressive IT or Technology Operations experience, with at least 2 years in a people management or team lead capacity Demonstrated experience building or growing a team, including hiring, developing, and structuring people (internal and/or MSP) to meet rising demand Demonstrated experience elevating or modernizing an IT function by assessing what exists, identifying gaps, and driving meaningful improvement Proven ability to manage and develop people, with a clear investment in team growth and development Solid experience managing external vendors and managed service providers with accountability to SLAs and performance standards Experience working in a SaaS‑first environment, with confidence and effectiveness in the absence of on‑premises infrastructure Familiarity with Microsoft Entra ID (Azure AD) and a genuine interest in maturing an IAM environment; hands‑on governance experience is a strong plus Background in a direct‑to‑consumer, eCommerce, or high‑growth company environment is a strong plus Experience supporting a multi‑brand or internationally distributed organization is a plus Core Competencies Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm Resourcefulness – Securing and deploying resources effectively and efficiently Collaborates – Building partnerships and working collaboratively with others to meet shared objectives Self‑Development – Actively seeking new ways to grow and be challenged using both formal and informal development channels Builds Effective Teams – Building strong‑identity teams that apply their diverse skills and perspectives to achieve common goals; investing meaningfully in people and developing a team that does not depend on the leader for every decision Manages Ambiguity – Operating effectively and making sound decisions even when the way forward is not clear, or a playbook does not yet exist Drives Service Excellence – Treating every employee as a customer and holding the team to a genuinely high bar for service quality and proactive enablement Optimizes Work Processes – Knowing the most effective and efficient processes to get things done, with a focus on KPIs, continuous improvement, documentation, and automation Holds Vendors Accountable – Setting clear expectations, tracking performance, and addressing difficult conversations when partners do not meet standards What's In It For You We Offer An Exceptional Compensation Package Which Includes Compensation base range: $115,000.00 to $126,000.00 annually with company bonus potential Day One Benefits! Medical, Dental, Vision (Competitive Benefits Packages Available) Health Savings Account (HSA) with employer contributions Flexible Spending Account (FSA) options LTD/STD, Life and AD&D (100% premiums covered by REP) 401k and Roth options with employer match up to 4% Employee Assistance Program (EAP) Recharge Yourself! 4 weeks of PTO accrued during your first year 48 hours of sick leave annually 7 paid company holidays with an additional floating holiday Paid Parental leave day 1 Birthday – Paid day off Pumped-up Perks! Unique bonus structure that rewards exceptional individual performance as well as company‑wide performance Full access to employee gym Employee discount on REP equipment, apparel and nutrition Daily snacks and drinks provided by REP (for onsite employees) Fitness casual attire Company and team building events Professional growth and development within the organization LIFE-WORK balance Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is constantly required to sit and use hands to operate the telephone, type and operate the computer and mouse. Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions. The employee may occasionally lift and/or move up to 20 pounds and rarely lift and/or move up to 40 pounds assisted. Specific vision abilities required by this job include close vision and distance vision. REP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, REP complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. #J-18808-Ljbffr