[US DC] Manager, Production Technology

Manager, Production Technology Location: Phoenix, AZ The Role: The Manager, Production Technology oversees the technical support function for software used by Operations, supply chain, and site teams. This role is responsible for resolving critical issues, vendor bug escalations, and driving continuous improvement. You will... • Manage Jira Support ticketing across the fulfillment network, including intake, classification, prioritization, and triage, while maintaining live dashboards to monitor key support metrics and provide leadership with real-time visibility. • Analyze support and operational data to identify trends, uncover root causes, and recommend process improvements that strengthen 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 problem statements and user stories from Systems Analysts to ensure clarity, business impact, and stakeholder ownership, and 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, serving as the primary point of contact for production requests, order research, and ad hoc reporting. • Develop Root Cause Analyses (RCAs) for incidents and build a deep understanding of site-level operations to 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 that support weekday operations and a fair weekend and off-hours on-call rotation. You are... • A data-driven problem solver who uses 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. • A proactive and solutions-oriented professional who translates operational challenges into clear system requirements and actionable improvements. • An effective communicator who can prioritize competing requests, manage escalations, and maintain focus in a fast-paced production environment. • A people-focused leader who 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, with the ability to participate in a weekend and off-hours on-call rotation supporting 24/7 production operations. • Willing and 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, 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. (Preferred) • Proficiency in Microsoft Office and Google Workspace applications. (Preferred) • Ability to travel 25-50% (as needed) You’ll get… • 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 that are open to all employees, including those pertaining to BIPOC, women, veterans, parents, and LGBTQ+ • Inclusive, collaborative, and dynamic work environment within a fast-paced, mission-driven company that is disrupting the traditional food supply chain This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks and responsibilities as needed to meet changing business needs, operational requirements, or other factors.