Install Operations Manager, Amazon Key

2 months ago

London, United Kingdom Ring of Security Limited (UK) - H41 Full time
Amazon Key designs, manufactures, installs and maintains Access Control products into multi-family buildings. Our technology enable Amazon Delivery Associates to securely get access to semi-public space within buildings, in order to deliver parcels. We are seeking a hardworking, self-motivated and passionate professional to join our team as Install Operations Manager. Install Operations team is responsible of installing and servicing Amazon Key products by leveraging on 3rd party install partners. The team, scout, train, negotiate and monitor partner operations, being responsible of product availability, costs and install quality. This individual will merge technical knowledge in the access control/intercom space, the ability to establish and maintain relationships with stakeholders with program and vendor management capabilities. This is a unique opportunity to play a key role in supporting our customers with technical inquiries and in influencing product development.

Key job responsibilities
The Install Operations Manager will address and resolve customer technical support needs both remotely and in person. More broadly, the role will collaborate with cross-functional teams to support various initiatives intended to improve customer satisfaction. To facilitate quality assurance, this person will support development teams in the completion of hardware and software validation testing. This role will contribute the following:

* Manage multiple external Install partners that will install Amazon Key devices in residential buildings.
* Ensure Install Operations run smoothly, keeping an high bar in terms of install speed and install quality
* Define initiatives to improve install success and time to install
* Scout for new install partner and onboard them in the network, in order to increase our coverage and/or reduce costs and/or improve quality
* Execution of both remote and onsite trainings for targeted tech teams.
* Compilation and delivery of test result datasets to relevant stakeholders
* Serve as expert resource for end user support workflows
* Support with on-site investigation when needed
* This role will require some travels

About the team
The Amazon Key team sits within the Amazon Devices team alongside Ring and other Home Security teams. Key is a uniquely cross-functional team within Amazon, and often serves as the connective tissue between Smart Home/Devices, Logistics, Operations, and Retail/Shopping. We are the bridge between device management and physical services, and our team indexes highly on ownership and collaboration. We have lots of stakeholders, and we have relentlessly high standards for our high-visibility programs.

BASIC QUALIFICATIONS

- Experience in program or project management
- Experiences made with smart home devices and access control systems
- Electrician or equivalent qualification and work experience
- Ability to define processes and workflows
- Understanding of technical dependencies
- Knowledge of wireless communication technologies
- Proficiency in Microsoft Office d
- Fluent written and verbal communication in English
- Strong bias for action
- Proven track record of delivering results on time
- Good communication skills to efficiently communicate with internal and external stakeholders

PREFERRED QUALIFICATIONS

- Excellent communication skills, with external and internal customers.
- Experience with selecting and onboarding new partners
- Additional languages a plus

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