Sector Sr Manager

Warehouse Management Systems Operational Support

This role will lead end-to-end operational support for Warehouse Management Systems across North America, spanning Foods, Beverages, Quaker, Gatorade, and omni-channel operations. This role is accountable for ensuring day-to-day stability, scalability, and performance of Blue Yonder WMS solution while driving operational excellence and proactive monitoring across a large, complex, and business-critical ecosystem.

The leader will guide the Techno-Functional Operations team in adopting, learning, and supporting BY 2023 as it rolls out across the broader North America footprint, ensuring seamless transition into steady-state support. This includes instilling a culture of operational maturity through proactive monitoring, incident prevention, and continuous improvement practices.

By working closely with business partners, deployment leads, transformation teams, and vendor ecosystems, this role will ensure that BY WMS remains reliable, resilient, and fully aligned to PepsiCo's supply chain goals. The Senior Manager will be a key driver of incident reduction, shift-left enablement, and best-in-class support practices, reinforcing PepsiCo's commitment to service reliability and operational excellence in warehouse execution.

Responsibilities

• Lead operational ownership of Blue Yonder WMS, ensuring stable, resilient, and business-ready operations across North America sectors.
• Oversee triage, assignment, and resolution of WMS incidents. Establish processes to minimize repeat issues, reduce MTTR, and improve end-user experience.
• Manage Change & Release Readiness. Ensure operational readiness for all WMS releases, patches, and upgrades. Validate impacts, coordinate with business and DevSecOps partners, and enforce go/no-go criteria.
• Define, track, and enforce hypercare exit criteria with project teams. Ensure knowledge transfer, operational playbooks, and readiness to take over steady-state support.
• Manage and coach a team of contractors providing day-to-day support. Prioritize workload, enforce accountability, and build technical and operational depth within the team.
• Partner with vendors to ensure adherence to SLAs, timely resolution of defects, and delivery of high-quality fixes and enhancements.
• Work closely with DevSecOps, business sustainment leads, and program teams to ensure seamless handoffs, clear accountability lines, and transparent communication.
• Define and manage KPIs such as system uptime, release success rate, incident recurrence, and operational readiness scores. Present scorecards to leadership and drive actions on gaps.
• Identify anomalies, trends, and systemic issues using dashboards and transaction insights. Implement solutions that prevent recurrence and improve system reliability.
• Serve as the operations voice to supply chain partners, ensuring business stakeholders are informed of issues, resolutions, and long-term improvement plans.

Qualifications

• Bachelor's degree in Information Technology, Supply Chain Management, Engineering, or related field.
• 10+ years of experience in Supply Chain systems with direct experience in Blue Yonder WMS operations (deployment, sustainment, or support).
• Proven leadership experience managing teams (direct or contractor-based) in a high-availability, business-critical environment.
• Strong knowledge of ITIL practices (incident, problem, and change management).
• Demonstrated ability to partner with cross-functional teams and vendors to drive accountability and outcomes.
• Excellent communication, stakeholder management, and executive reporting skills.
• Strong analytical skills with the ability to leverage operational metrics and dashboards for decision-making.
• Certifications such as ITIL, PMP, Lean Six Sigma are a plus.