Senior Technical Product Manager
Senior Technical Product Manager
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Job Description
Our Opportunity:
Chewy is looking for a Senior Technical Program Manager to join our Customer Care Technology Team. This is a highvisibility role focusing on our 3rd party Customer Care Application stack which includes Oracle Service Cloud (OSvC) Genesys and Salesforce. The ideal candidate will have a background in technical program management for software applications focused on innovation within customer service. You will be supporting two technical teams (focused on strategic work and operational change) in their roadmap to bring the vision for our Next Generation Contact Center together. In support of your core teams youll coordinate development across a wide range of supporting applications and will partner closely with the Customer Service Product team in executing on this vision.
What youll do:
- Own the implementation enhancement and support for multiple Customer Service applications
- Be a strategic partner to define requirements which meet business needs
- Set priorities for the development team and maintain a development roadmap
- Coordinate with business stakeholders and continuously make sure your team is delivering according to the constantly growing needs of the business.
- Work with your engineering partners to resolve bottlenecks to help deliver final system deliverables.
- Coordinate activities across different organizational functions for initiatives
- Review and report on progress for initiatives and manage project risks including the development of contingency plans
- Prepare weekly/monthly/quarterly reports for Clevel visibility of the status of the roadmap projects.
- Own the final system deliverables and the overall roadmap for Agent Experience team.
- Measure report and continuously improve the scrum teams effectiveness via productownership and coaching.
- Manage relationships with vendors oversee all vendor engagements (including daytoday support service tickets and adhoc consulting services) for your area of responsibility.
What youll need:
- 5 years of Technical Program Management experience
- Tech savvy including knowledge of system integration customer service technology databases and business intelligence
- Agile experience (Scrum Master Product Owner)
- Ability to perform business requirements analysis and design
- Excellent communication and organization skills
- Capability to identify and mitigate development and implementation risks
- Bachelors degree in Computer Science Operations Management or Business Administration
- Position may require occasional travel
Bonus:
- Experience with building customer service retail or ecommerce solutions.
- Exceptional customer service skills follows up with clients and team members and takes initiative to anticipate and solve problems.
- Experience with CI/CD processes and release management
- Professional Product Owner Certification
- Oracle Service Cloud Salesforce or Genesys certification
- Experience leading largescale customer service programs
Required Experience:
Senior IC
Employment Type
Full Time
