Manager, Technology Customer Support

Nike, Inc. 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.