Senior Technical Product Manager
| Company | Chewy |
|---|---|
| Location | Boston, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- 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
- Bachelor’s degree in Computer Science, Operations Management or Business Administration
- Position may require occasional travel
Responsibilities
- 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 C-level 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 team’s effectiveness via product-ownership and coaching
- Manage relationships with vendors, oversee all vendor engagements (including day-to-day support, service tickets and ad-hoc consulting services) for your area of responsibility
Preferred Qualifications
- 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 large-scale customer service programs