Technology Operations Manager

About REP REP designs world‑class, innovative gym equipment that is sold around the world, and we are now expanding into apparel, supplements, athletes, and events. REP was established in 2012 by two brothers who shared a deep passion for fitness. From our humble beginnings of selling bumper plates out of a small garage, REP has experienced remarkable growth, now occupying over 300000+ square feet of office and distribution space in the USA and internationally. With a dedicated team of over 200+ fitness enthusiasts, our vision is to be the #1 Strength Brand in the World. Our commitment to innovation, customer service, and value sets us apart. Our Core Values Think Like a Customer – We empathize with our customers; understand the ‘why’ behind every decision we make Progress not Perfection – We don’t let perfection get in the way of good; we are better today than we were yesterday Positive Attitude – Be a glass half‑full kind of person and remember to have fun Teamwork without Ego – We put the team above ourselves; we only win together Take Initiative – We drive momentum; if there is an opportunity to make us better, we want to hear it About This Role REP Fitness is a rapidly growing premium fitness equipment brand with a global customer base, a distributed international workforce, and an ambitious long‑term growth trajectory. We are looking for a Technology Operations Manager to take the reins of our IT Operations function and build the team that will carry it through the next phase of our growth. This role comes with a builder’s mandate. The foundation is in place, with established vendor relationships, a strong security posture, and a SaaS‑first technology environment. What comes next is up to you: assessing what we have, shaping what the Technology Ops team should become, and leading its evolution into a proactive, metrics‑driven function that scales with a company in a significant growth phase. You will start with one direct report and a network of managed service partners, but the eventual shape, size, and structure of this team is yours to define. The right leader will help us decide what this team needs to look like as the company grows, and make the case for that team through performance, data, and a clear vision. You will report to the Director of Global IT, work alongside two peer technology teams – Systems & Architecture and Website – and operate as a strategic partner to the business. Essential Functions Team Building & Leadership (the heart of this role) 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, either directly or in partnership with specialist resources, 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 Supervisory Responsibilities Manager: Plans, staffs, evaluates, and directs the work of the Technology Operations function. This role directly supervises one Technology Ops team member today and is expected to build and structure the team over time — defining headcount, capability, and org design as the function matures. In addition to internal staff, the Technology Operations Manager governs and holds accountable a network of managed service providers (MSPs) and technology vendors supporting US, UK, and EU operations, ensuring SLA performance and service quality. Travel Minimal. Occasional travel may be required to support vendor or managed service partner relationships, international operations, or company events (estimated at less than 10%). What You Will Bring 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 effectively 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, including: 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 Area Stack / Approach 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/or 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 Our commitment to quality and transparency applies not only to our products, but to our people. We are focused on creating a fun, exciting, collaborative space that’s centered around health and well‑being. We empower everyone on our team to take control of their careers and balance their work and life in a modern, fast‑paced environment. 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. This specification is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, and the ability to work productively as a member of a team or work group are basic requirements of all positions at REP. #J-18808-Ljbffr