Manager, Technology Customer Support ID-10997
Become a Part of the NIKE, Inc. Team
NIKE, Inc. does more than outfit the world’s best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At NIKE, Inc. it’s about each person bringing skills and passion to a challenging and constantly evolving game.
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Technology makes the world’s largest sport brand run faster, smarter, and more securely. From infrastructure to security and supply chain operations, Technology specialists drive growth through top-flight hardware, software, and enterprise applications. Global Technology boldly innovates solutions to drive growth while crafting and implementing tools that help make everything else in the company possible.
WHO WE ARE LOOKING FOR
We are looking for an experienced manager with a passion for IT systems in the supply chain space and a focus on warehouse management systems to join the Nike Technology organization as part of the Logistics, Operations and Support team! This role is located at Nike's Distribution Center in Memphis, TN and is not remote eligible. Nike Technology brings together technology and process expertise into one streamlined, consumer- and customer focused team. We deliver one-stop, integrated process and technology solutions that enable Nike, Inc.’s businesses and brands worldwide. You will be a key member and contributor of the North America Technology Operations support organization and accountable for leading Production Support Level 1/2 WMS resources in our Warehouse Management capabilities.
The person in this role will lead a team of technical level one through two analysts and engineers. They will build positive relationships with our Operational partners and internal technology teams to be successful. This person will drive current incidents to resolution and find workarounds and permanent fixes to problems in our Warehouse Management Systems space.
The ideal candidate will be able to think and work tactically while managing incidents, delivering on requests, and facilitating the development of sustainable workarounds within the team that provide strategic value. The successful candidate must possess a service orientation with the ability to listen and communicate effectively and work with all levels of staff and executives across the company.
WHAT YOU WILL WORK ON
In this role, you will partner with peers across North America and globally to deliver business results and provide exceptional service for warehouse management systems. This is an excellent opportunity for someone with a strong leadership background, technical expertise, and a passion for solving complex problems in a collaborative environment.
Key Responsibilities:
Team Leadership & Strategy:
• Manage small teams, smaller projects/programs, and/or mid-size external customers.
• Implement and execute strategies to ensure team success in delivering business results.
• Oversee performance management, pay, and resourcing decisions for direct reports.
• Accountable for achieving short-term and medium-term targets that directly impact the department or team.
Problem Solving & Decision Making:
• Solve complex, non-routine problems using limited information and develop solutions with long-term implications.
• Create and present recommendations to gain approval for new ideas or services.
• Incident Management & Service Restoration:
• Lead incident management processes, including service restoration during major disruptions for warehouse management systems.
• Collaborate with service providers, vendors, business partners, and technology teams to resolve issues efficiently.
• Ensure service disruptions are resolved within business-specified agreements (SLA).
• Process Improvement & Reporting:
• Develop and execute incident reduction strategies and plans.
• Enhance processes to improve mean-time-to-resolution for incidents.
• Work with technology teams to identify and implement solutions to recurring problems.
• Provide regular reports, including team KPIs, incident metrics, problem resolutions, and project updates.
Collaboration & Communication:
• Communicate effectively with all stakeholders, building trust and strong relationships across teams.
• Represent the team with integrity and foster a culture of doing the right thing.
• On-Call Support:
• Provide on-call support as needed to maintain service continuity and address critical issues.
WHO YOU WILL WORK WITH
As the Manager of Production Support Level 1/2 WMS resources for North America at the 10th ranked Supply Chain company in the world, you'll fill a critical role in our Fulfillment & Logistics organization. You will partner with multiple technology teams, business partners and third-party vendors to ensure our Warehouse Management Systems are available and stable. You'll get to work alongside truly dedicated people and help them enhance their performance by promoting collaboration and innovation.
WHAT YOU BRING
- Bachelor's degree in Computer Science, Information Systems, Business, or related field, or equivalent combination of education, training and experience.
- A minimum of 3 years directly relevant work experience in Technology management roles.
- Technical understanding of Distribution Centers, and deep knowledge of Warehouse Management System applications. Experience with warehouse controls systems and robotics a plus.
- Significant experience in production support and complex end to end technology environments/solutions.
- Experience establishing, managing, and mentoring a production support team, including employee hiring and development.
- Excellent verbal and written communication and collaboration skills.
- Excel at prioritization, direction, and management of multiple complex, concurrent tasks under tight deadlines.
- Experience with IT Service Management best practices. ITSM (ITIL) certification a plus.
- Strong analytical and problem-solving skills
We offer a number of accommodations to complete our interview process including screen readers, sign language interpreters, accessible and single location for in-person interviews, closed captioning, and other reasonable modifications as needed. If you discover, as you navigate our application process, that you need assistance or an accommodation due to a disability, please complete the .
NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.
NIKE, Inc. is an equal opportunity employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
