Manager, Fulfillment Technology

About the role

This is a fully onsite position to one of the following HelloFresh Distribution Centers: Newark NJ| Irving TX| Aurora IL| Ontario Canada| Mississauga Canada.

Responsibilities

• 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).
• 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.
• Partner with 3rd party software/service providers for escalated support needs as applicable.
• Partner with WMS product and engineering leadership to leverage the WMS analyst network to execute QC and integration testing cycles as part of product release delivery.
• Guide the introduction and advancement of Agentic AI within the WMS Support domain — including deploying AI-assisted support tooling (e.g., Claude-based support agents and release-note/documentation automation) to streamline team member onboarding/training and deflect routine support requests.
• Help rollout new implementations of the WMS, as well as new release activations/validations.
• Coordinate/ partner with other WMS colleagues within both the Global and North America operating units in trouble shooting or managing changes to WMS integrations to other platforms.
• Represent WMS team area as needed with any cross-functional initiatives, working with colleagues in operations, automation, procurement, or upstream enterprise technology.

Requirements

• Able to multitask and prioritize work in a fast-paced environment while maintaining close attention to detail.
• Experienced in leading technical employees/analysts in a support/services function.
• Someone with both strong supply chain operational process, and technical aptitude.
• Comfortable driving/building and managing with data analytics.
• A strong communicator (both written and orally) who has the ability to work collaboratively and inspire/motivate others in a team-based environment.
• Oriented and inspired to mentor and further develop your team and support their career growth goals.
• A roll up your sleeves type who is comfortable working with individuals at all levels of an organization.

Qualifications

• 5+ years of experience supporting a WMS in an RF based distribution, manufacturing, or e-com fulfillment environment, direct experience with Infios (Koerber/HighJump) Warehouse Advantage WMS is a plus.
• 3+ years directly managing analysts in a support or services function.
• Experience owning support KPIs/SLAs and applying structured incident and problem-management practices in a technical support organization.
• Strong proficiency in SQL, as well as working in spreadsheet tools (Google sheets, Excel); familiarity with Snowflake and/or Databricks is a plus.
• Experience with planning, managing and documenting software testing initiatives.
• Experience gathering data and creating custom reports.

Skills

• Undergraduate degree or equivalent experience: Supply Chain Management, Computer Science, Management Information Systems, or Engineering Degree preferred.

Benefits

• Generous parental leave of 16 weeks & PTO policy
• $0 monthly premium and other flexible health plans
• 75% discount on your subscription to HelloFresh (as well as other product initiatives)
• Company sponsored outings & Employee Resource Groups
• Collaborative, dynamic work environment within a fast-paced, mission-driven company

Pay

Pay Range: $190,000—$220,000 USD

Schedule

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%.