Manager, Technology Customer Support

Nike • Memphis, TN

389d • Onsite

About The Position

The Manager, Technology Customer Support at Nike is responsible for leading a team focused on warehouse management systems within the Logistics, Operations, and Support team. This role is critical in ensuring the stability and availability of technology solutions that support Nike's distribution operations. The manager will oversee incident management, drive problem resolution, and foster collaboration among various stakeholders to enhance service delivery and operational efficiency.

Requirements

• Bachelor's degree in Computer Science, Information Systems, Business, or equivalent experience.
• A minimum of 3 years of relevant work experience in Technology management roles.
• Technical understanding of Distribution Centers and knowledge of Warehouse Management System applications.
• Experience in production support and complex end-to-end technology environments/solutions.
• Experience in managing and mentoring a production support team.
• Excellent verbal and written communication and collaboration skills.
• Strong analytical and problem-solving skills.
• Experience with IT Service Management best practices; ITSM (ITIL) certification is a plus.

Nice To Haves

• Experience with warehouse controls systems and robotics.

Responsibilities

• Manage small teams and oversee performance management, pay, and resourcing decisions for direct reports.
• Implement strategies to ensure team success in delivering business results.
• Solve complex, non-routine problems and develop long-term solutions.
• Lead incident management processes and ensure service disruptions are resolved within specified agreements (SLA).
• Develop and execute incident reduction strategies and enhance processes to improve mean-time-to-resolution for incidents.
• Communicate effectively with stakeholders and build strong relationships across teams.
• Provide on-call support as needed to maintain service continuity.

Benefits

• Diversity and inclusion initiatives
• Accommodations for interview processes
• Employee development programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Leather and Allied Product Manufacturing
• Education Level: Bachelor's degree