[US DC] Manager, Production TechnologyNew$52K–$104K

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The opportunity

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.

What you'll do

  • 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.

What they're looking for

  • 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.
  • 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.