About this role
Manager, Fulfillment Technology
This is a fully onsite position to one of the following HelloFresh Distribution Centers: Newark NJ| Irving TX| Aurora IL
Come see what’s cookin’ at HelloFresh!
At HelloFresh, we want to change the way people eat forever by offering our customers high quality food and recipes for different meal occasions. Over the past 10 years, we've seen this mission spread around the world and beyond our wildest dreams. Now, we are a global food solutions group and the world's leading meal kit company, active in 16 countries across 3 continents. So, how did we do it? Our weekly boxes full of exciting recipes and fresh ingredients have blossomed into a community of customers looking for delicious, healthy and sustainable options. The HelloFresh Group now includes our core brand, HelloFresh, as well as: GreenChef, EveryPlate, Chef's Plate, Factor, and Youfoodz.
The HelloFresh team is diverse, high-performing, and international, and our work environment is an inspiring space where you can thrive as a result.
Job Description:
Reporting to the Director or Vice President of Global Warehouse Technology, this hands-on position will oversee/manage our North America Operating Cluster WMS Support and Service organization. This team services our North America Operations Fulfillment Network, owning the WMS production support function for our strategic WMS application Infios (Koerber/HighJump) Warehouse Advantage- platform. It also partners with WMS design and software development resources to drive the Product QC testing function, and has an active voice in WMS product development strategy. This organization is also critical in helping launch new fulfillment/manufacturing sites and product enhancement rollouts/activations.
The position can have a hybrid working arrangement when responsibilities/ conditions support, but must be based in one of our key operations fulfillment/ manufacturing centers. Travel to other facilities within the network is expected to be 20%.
You will…
• Manage, develop and mentor a team of regional WMS dedicated analysts and senior analysts seated in US/ Canada fulfillment centers/ office locations located within multiple time zones
• Own end-to-end incident and problem management for the North America WMS platform, including severity triage, root-cause analysis, and driving structural fixes for recurring issues (not just ticket resolution) — bringing standard support-management discipline (e.g., ITIL-aligned incident/problem/change practices) to a 24x7 environment
• Manage team scheduling and on-call/24x7 coverage plans to ensure adequate staffing across time zones and shift patterns, consistent with standard practices for round-the-clock technical support operations
• Lead and drive any issue escalation efforts with respective team members and department & operations’ leadership
• Work with 3rd party software/ service providers for escalated support needs as applicable