Planet Fitness Headquarters is searching for a Director of Production Support to join our team!

As our Director of Production Support, you will direct and manage IT operations and production support processes on a variety of mission critical systems. You will manage a small team of support analysts responding to requests from headquarters staff and franchisees.

You will participate in cross-functional teams to systematically identify improvement opportunities and support cutting edge initiatives to improve performance and service across all applications and systems. You will play an integral part in developing long term plans to enhance performance of IT operations, recommending solutions, and implementing process improvements in accordance with company policies and practices.

Essential Duties and Responsibilities:

Design and execute the transformation of the production environment, creating efficiencies and driving continuous system improvements. Draft operational processes for production support, creating a strong operational playbook. Hire and train support analysts to staff the production support team.

Act as the production support subject matter expert on multiple, complex, concurrent projects, gathering and analyzing business requirements and interpreting business needs and issues essential to supporting systems. Implement support and performance improvement solutions to technical and/or business issues of varying complexity.

Manage third party vendors, implementing new automations and holding them accountable for their role and responsibility to the company.

Inventory all production systems, dependencies and responsible business units. Demonstrate accountability for overall performance of IT operations. Establish and maintain SLA commitments for core business applications.

Communications interface between users and vendors on all issues, requests and enhancements, ensuring flexible, scalable and robust integrated solutions.

Coordinate outage response to diagnose and resolve day-to-day production gaps and issues, isolating problem trends and understanding system pain points to ensure optimal performance and usability for system users. Initiate and update communications to all affected users. Provide root cause analysis with recommendations for improvements.

Provide guidance to the business, including specifications and communications about systems, applications, and processes. Gain commitment to changes required and act as Change Manager on the Change Control Board.

Define metrics necessary for Production Support KPI reporting. Produce required KPI reports monthly as well as comprehensive status updates to management on a regular basis via meetings, reports and dashboards.

Coordinate the development and adherence to IT Policies and Procedures for end-users.

Qualifications/Skills:

Bachelor’s Degree in Computer Science or related technical field.

Significant experience managing production support and end to end technology environments, including experience with software applications, hardware, networking, security and other infrastructure components.

Experience working in a modern, cloud computing, CI/CD environment across a broad set of technologies and systems.

Experience designing and managing initiatives to implement support for enterprise-level business applications.

Experience establishing and managing a production support team, including employee hiring and development.

IT operations experience, including capacity planning and forecasting, risk management, incident response and recovery, and business continuity, required.

Demonstrated experience managing third party vendors.

Experience in working cross functionally with various business units. Experience in a franchisor-franchisee business model a plus.

Ability to influence and drive change at senior levels.

Excel at prioritization, direction and management of multiple complex, concurrent projects under tight deadlines.

Excellent analytical and problem solving skills. Ability to think quickly and perform problem-solving tasks during crisis or rapidly changing conditions.

Experience with formal ticket triage processes (ITSM, DFLSS, etc.) preferred.

IT Service Management (ITIL) certifications a plus.

Why you should join Planet Fitness!

Contribute to changing people’s lives every day by helping us create a healthier Planet!

Competitive salaries and comprehensive benefits package

Employee Stock Purchase Program

Childcare allowance

Generous vacation/holiday pay

Volunteer days off

Onsite gym complete with locker rooms and Black Card area

Free Black card and exercise incentives

Cafe' that serves delicious, healthy breakfast and lunch options

Company sponsored social events