Nike Manager Technology Customer Support 

United States, Tennessee, Memphis 

162963751

WHAT YOU WILL WORK ON

Key Responsibilities:

• 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 improvemean-time-to-resolutionfor 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.

• 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 technologyenvironments/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