[US DC] Manager, Production Technology
HelloFresh · Phoenix, AZ, United States
About this role
**Manager, Production Technology** **Travel:** 25%–50% ## The Role The Manager, Production Technology oversees the technical support function for software used by Operations, supply chain, and site teams. This role resolves critical issues, escalates vendor bugs, and drives continuous improvement. ## You will... - Manage Jira Support ticketing across the fulfillment network (intake, classification, prioritization, triage) and maintain live dashboards to track key support metrics. - Analyze support and operational data to identify trends, uncover root causes, and recommend process improvements. - Partner with operational stakeholders to establish training, access, and service expectations; drive user adoption; escalate gaps to the Associate Director as needed. - Review problem statements and user stories from Systems Analysts to ensure clarity, business impact, and stakeholder ownership; coordinate enhancement requests with Senior Managers for vendor solutioning and roadmap planning. - Coordinate testing, training, deployment, and monitoring of system changes and enhancements to ensure successful implementation and adoption. - Support and troubleshoot WMS, WES, WCS, and other order processing systems across the fulfillment network; serve as the primary point of contact for production requests, order research, and ad hoc reporting. - Develop Root Cause Analyses (RCAs) for incidents and build deep understanding of site-level operations to identify recurring issues. - Lead and develop the Systems Analyst team: manage performance, align work with team OKRs, coordinate training, maintain SOPs, and support weekday operations with a fair weekend/off-hours on-call rotation. ## You are... - Data-driven, using metrics and reporting to identify opportunities and make informed decisions. - A collaborative leader who builds strong relationships with operations teams, technical stakeholders, vendors, and leadership. - Proactive and solutions-oriented—translating operational challenges into clear system requirements and actionable improvements. - An effective communicator who can prioritize competing requests, manage escalations, and stay focused in a fast-paced production environment. - People-focused: provides constructive feedback, supports professional development, and holds the team accountable for results. - Committed to operational excellence, system reliability, continuous improvement, and consistent user adoption. - Flexible and reliable, able to participate in a weekend and off-hours on-call rotation supporting 24/7 production operations. - Able to travel up to 25% as business needs require. ## You have... - 3+ years of experience in multi-site distribution, manufacturing, or processing environments. - Experience in people management or team leadership. - SQL experience (data gathering, analysis, and report development). - Experience managing vendors, coordinating defect resolution, and validating system releases. - Experience leading change and driving adoption with operational stakeholders. - Strong communication, prioritization, multitasking, and attention to detail. - Bachelor’s degree in Computer Science, MIS, Engineering, or related field (or equivalent relevant experience) *(Preferred)*. - Proficiency in Microsoft Office and Google Workspace *(Preferred)*. ## You’ll get... - Competitive hourly rate; 401K company match that vests immediately upon participation; team bonus opportunities. - Generous PTO and a flexible attendance pol
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