The person in this role will lead a team of technical level one through two analysts and engineers. They will build positive relationships with our Operational partners and internal technology teams to be successful. This person will drive current incidents to resolution and find workarounds and permanent fixes to problems in our Warehouse Management Systems space.

The ideal candidate will be able to think and work tactically while managing incidents, delivering on requests, and facilitating the development of sustainable workarounds within the team that provide strategic value. The successful candidate must possess a service orientation with the ability to listen and communicate effectively and work with all levels of staff and executives across the company.

WHAT YOU WILL WORK ON

In this role, you will partner with peers across North America and globally to deliver business results and provide exceptional service for warehouse management systems. This is an excellent opportunity for someone with a strong leadership background, technical expertise, and a passion for solving complex problems in a collaborative environment.

Key Responsibilities:

Team Leadership & Strategy:

Manage small teams, smaller projects/programs, and/or mid-size external customers.

Implement and execute strategies to ensure team success in delivering business results.

Oversee performance management, pay, and resourcing decisions for direct reports.

Accountable for achieving short-term and medium-term targets that directly impact the department or team.

Problem Solving & Decision Making:

Solve complex, non-routine problems using limited information and develop solutions with long-term implications.

Create and present recommendations to gain approval for new ideas or services.

Incident Management & Service Restoration:

Lead incident management processes, including service restoration during major disruptions for warehouse management systems.

Collaborate with service providers, vendors, business partners, and technology teams to resolve issues efficiently.

Ensure service disruptions are resolved within business-specified agreements (SLA).

Process Improvement & Reporting:

Develop and execute incident reduction strategies and plans.

Enhance processes to improve mean-time-to-resolution for incidents.

Work with technology teams to identify and implement solutions to recurring problems.

Provide regular reports, including team KPIs, incident metrics, problem resolutions, and project updates.

Collaboration & Communication:

Communicate effectively with all stakeholders, building trust and strong relationships across teams.

Represent the team with integrity and foster a culture of doing the right thing.

On-Call Support:

Provide on-call support as needed to maintain service continuity and address critical issues.

WHO YOU WILL WORK WITH

As the Manager of Production Support Level 1/2 WMS resources for North America at the 10th ranked Supply Chain company in the world, you'll fill a critical role in our Fulfillment & Logistics organization. You will partner with multiple technology teams, business partners and third-party vendors to ensure our Warehouse Management Systems are available and stable. You'll get to work alongside truly dedicated people and help them enhance their performance by promoting collaboration and innovation.

WHAT YOU BRING

• Bachelor's degree in Computer Science, Information Systems, Business, or other relevant subject area, or equivalent experience.
• A minimum of 3 years directly relevant work experience in Technology management roles.
• Technical understanding of Distribution Centers, and deep knowledge of Warehouse Management System applications. Experience with warehouse controls systems and robotics a plus.
• Significant experience in production support and complex end to end technology environments/solutions.
• Experience establishing, managing, and mentoring a production support team, including employee hiring and development.
• Excellent verbal and written communication and collaboration skills.
• Excel at prioritization, direction, and management of multiple complex, concurrent tasks under tight deadlines.
• Experience with IT Service Management best practices. ITSM (ITIL) certification a plus.
• Strong analytical and problem-solving skills

We are committed to fostering a diverse and inclusive environment for all employees and job applicants. We offer a number of accommodations to complete our interview process including screen readers, sign language interpreters, accessible and single location for in-person interviews, closed captioning, and other reasonable modifications as needed. If you discover, as you navigate our application process, that you need assistance or an accommodation due to a disability, please complete the Candidate Accommodation Request Form.