Product Manager, Technical

3 weeks ago
Job ID
Amazon UK Services Ltd.

Job Description

Opening date: 16 October 2017 - Closing date: 16 November 2017
Location Edinburgh
Salary: Competitive

Our mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds and implement innovation. This is your chance to make history.
Amazon's Customer Service (CS) department is seeking an experienced Product Manager Technical to join the EU support services team and concentrate on process defects. The role will be responsible for managing and maintaining the CS Concessions workflows in the EU by monitoring issuance, triaging emerging issues and scoping opportunities for improvement. The ideal candidate will be comfortable in a fast-paced, multi-tasked environment; will be a technical expert; and be a creative and analytical problem solver with an obsession for excellent Customer Service.
As a Product Manager Tech, you will work with the operational leadership team and technical teams to deliver solutions to complex problems aligned to the department’s strategy goals of improving Amazon's customer experience and bottom-line profitability by reducing root-cause defects that lead to customer concession events (e.g., product returns, replacements, and other forms of customer remediation).
This position requires high judgment and an ability to balance customer experience with financial impact; it also offers broad exposure to various software development, business, and financial teams within Amazon.
You will be obsessed with creating and delivering projects that truly minimize defects in the customers’ shopping and delivery experience. A key to your success will be strong indirect influencing skills. You should have experience in defect reduction techniques such as Lean and Six Sigma, creating business requirements, and driving improvements.

Key responsibilities are:
  • Maintain and optimize Customer Service processes and workflows
  • Identify opportunities for process improvement and cost reduction
  • Scope and develop end to end solutions to reduce business defects
  • Own prioritization and stakeholder communication for new projects
  • Author business requirement documents and drive implementation efforts with multiple technical teams
  • Triage identified technical issues and expedite solutions and root cause analysis of defect
  • Support development of new business initiatives throughout the EU

Basic Qualifications

· 5+ years of relevant work experience in Technical program and/or product management or leading software development projects with aggressive schedules.
· 5+ years experience working with cross functional technical teams and business units to design, develop, and implement new systems or solutions.
· Degree in engineering, mathematics, statistics, computer science, economics, finance, or related field
· High attention to detail including proven ability to manage multiple, competing priorities simultaneously
· Strong oral and written communication skills, as well as ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements and prioritize
· Proven track record of delivering projects within scope, time, budget and quality
· Ability to work successfully in a dynamic, ambiguous environment
· SQL or comparable data querying knowledge

Preferred Qualifications

· Masters degree in computer science, engineering or a related technical discipline.
· Excellent written and verbal communication skills. The role requires effective, actionable communication with senior management as well as with colleagues from retail, fulfillment, transportation and business backgrounds.
· Track record for managing complex technology projects with aggressive schedules and scarce resources.
· Track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects.
· SQL, Access and Advanced Excel skills
· Demonstrable sharp focus on and commitment to customers
· Experience communicating with technical and non-technical stakeholders across multiple business units.
· Experience with agile or other program management methodologies.
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