Come see what's cookin' at HelloFresh!
At HelloFresh, 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 HelloFresh Group now includes our core brand, HelloFresh, as well as: GreenChef, EveryPlate, Chef's Plate, Factor, and Youfoodz.
The HelloFresh 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/HighJump) 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 network services as needed
You are…
- 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
At a minimum you have…
- 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
- Undergraduate degree or equivalent experience: Supply Chain Management, Computer Science, Management Information Systems, or Engineering Degree preferred
- The willingness and flexibility to adjust to alternate work hours as occasionally required to support a 24/7 warehouse/production operation
- The willingness and ability to travel to different HelloFresh facilities in support of projects or platform rollouts or general team development.
- Ability to travel to US for support without needing any sponsorship assistance for travel
You'll get...
- Competitive Salary & 401k company match that vests immediately upon participation
- 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
This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks and responsibilities as needed to meet changing business needs, operational requirements, or other factors.
