Manager, Fulfillment Technology

Manager, Fulfillment Technology This is a fully onsite position to one of the following Hello Fresh Distribution Centers:
Newark NJ| Irving TX| Aurora IL

Come see what’s cookin’ at Hello Fresh!

At Hello Fresh, 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 Hello Fresh Group now includes our core brand, Hello Fresh, as well as:
Green Chef, Every Plate, Chef's Plate, Factor, and Youfoodz.

The Hello Fresh 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/High Jump) 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
• 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
• Understand all available WMS team reporting tools and create reports that enable improved operation visibility and performance
• Own the deployment, support and service coordination for associated hardware devices like RF scanners, tablets and workstations
• Coordinate with a regional infrastructure managers to help support local…