About this role
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 experien