Jira
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-