[US DC] Manager, Production Technology

HelloFresh • Phoenix, AZ

2d • Onsite

About The Position

The Manager, Production Technology oversees technical support for software used by Operations, supply chain, and site teams. The role resolves critical issues and vendor bug escalations while driving continuous improvement across the fulfillment network. It manages support ticket intake, classification, prioritization, and triage; uses dashboards and operational data to monitor performance and identify root causes; and partners with stakeholders to establish training, access, service expectations, and user adoption.

The manager reviews Systems Analyst problem statements and user stories, coordinates enhancement requests and vendor solutioning, and oversees testing, training, deployment, and monitoring of system changes. The position supports and troubleshoots WMS, WES, WCS, and other order processing systems, develops incident root cause analyses, and identifies recurring operational issues. It also leads and develops the Systems Analyst team, aligns work with team OKRs, coordinates training, maintains SOPs, and establishes schedules for weekday operations and a fair weekend and off-hours on-call rotation. The role is based in Phoenix, Arizona, supports 24/7 production operations, and may require travel as business needs require.

Requirements

• At least 3 years of experience in multi-site distribution, manufacturing, or processing environments.
• Experience in people management or team leadership.
• SQL experience, including 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, and multitasking skills, with excellent attention to detail.
• A bachelor’s degree in Computer Science, Management Information Systems, Engineering, or a related field, or equivalent relevant experience.
• Ability to participate in a weekend and off-hours on-call rotation supporting 24/7 production operations.
• Willingness and ability to travel up to 25% as business needs require.

Nice To Haves

• Proficiency in Microsoft Office and Google Workspace applications.
• Ability to travel 25–50% as needed.

Responsibilities

• Manage Jira Support tickets across the fulfillment network, including intake, classification, prioritization, and triage; maintain live dashboards of support metrics for leadership.
• Analyze support and operational data to identify trends and root causes and recommend improvements to system performance and service delivery.
• Partner with operational stakeholders to establish training, access, and service expectations, drive user adoption, and escalate gaps to the Associate Director as needed.
• Review Systems Analyst problem statements and user stories for 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.
• Support and troubleshoot WMS, WES, WCS, and other order processing systems; serve as the primary point of contact for production requests, order research, and ad hoc reporting.
• Develop Root Cause Analyses for incidents, build an understanding of site-level operations, identify recurring issues, and drive continuous improvement.
• Lead and develop the Systems Analyst team, manage performance, align work with team OKRs, coordinate training, maintain SOPs, and establish schedules for weekday operations and a fair weekend and off-hours on-call rotation.
• Participate in a weekend and off-hours on-call rotation supporting 24/7 production operations.
• Travel as business needs require.

Benefits

• Competitive hourly rate.
• 401(k) company match that vests immediately upon participation.
• Team bonus opportunities.
• Generous PTO and flexible attendance policy.
• Comprehensive health and wellness benefits, with options at $0 monthly, effective the first day of employment.
• Up to 85% discount on subscriptions to HelloFresh meal plans, including HelloFresh, Green Chef, Everyplate, and Factor_.
• Access to Employee Resource Groups open to all employees, including groups pertaining to BIPOC, women, veterans, parents, and LGBTQ+.
• Inclusive, collaborative, and dynamic work environment within a fast-paced, mission-driven company.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager