[US DC] Manager, Production Technology

HelloFresh • Phoenix, AZ

3d

About The Position

The Manager, Production Technology oversees technical support for software used by Operations, supply chain, and site teams. The role manages critical issues and vendor bug escalations while driving continuous improvement across the fulfillment network. It supports and troubleshoots WMS, WES, WCS, and other order processing systems, and serves as the primary contact for production requests, order research, and ad hoc reporting.

The manager leads and develops the Systems Analyst team, aligning work with team OKRs, managing performance, coordinating training, maintaining SOPs, and setting schedules for weekday operations and a fair weekend and off-hours on-call rotation. The role collaborates with operational stakeholders, technical teams, vendors, and leadership to establish service expectations, improve adoption, coordinate system changes, and plan vendor solutions and roadmaps. Travel is listed as 25%–50%; the posting also states willingness to travel up to 25% as business needs require.

Requirements

• 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.
• 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

• A bachelor’s degree in Computer Science, Management Information Systems, Engineering, or a related field, or equivalent relevant experience. (Preferred)
• Proficiency in Microsoft Office and Google Workspace applications. (Preferred)

Responsibilities

• Manage Jira Support tickets across the fulfillment network, including intake, classification, prioritization, and triage, and maintain live dashboards for support metrics and leadership visibility.
• Analyze support and operational data to identify trends and root causes and recommend process improvements.
• 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 Analysts’ 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 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, build understanding of site-level operations, identify recurring issues, and drive continuous improvement.
• Lead and develop the Systems Analyst team by managing performance, aligning work with team OKRs, coordinating training, maintaining SOPs, and establishing schedules for weekday operations and a fair weekend and off-hours on-call rotation.

Benefits

• Competitive hourly rate.
• 401K 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 first day of employment.
• Up to 85% discount on subscriptions to HelloFresh meal plans (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