Install Operation Manager, Amazon Key

BESCHREIBUNG

Imagine a world where home access is seamless, secure, and smart. Where deliveries happen without you being home, and friends can drop by even when you're away. This isn't the future – it's happening now with Amazon Key, and we're looking for visionaries to help us expand this revolutionary technology across the EU.
Are you ready to be at the forefront of transforming how people interact with their homes and receive deliveries? Do you thrive on the excitement of introducing new technology to skeptics and turning them into enthusiasts? If you're passionate about shaping the future of home security and convenience, we want you on our team!

We are seeking a results-driven, 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 a 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

A day in the life
• Reviewing installation performance metrics and addressing any urgent issues
• Conduct check-ins with installation partners to discuss performance and challenges
• Collaborate with product teams on installation process improvements
• Analyze operational data to identify optimization opportunities
• Handle escalated technical issues and coordinate resolution with relevant teams

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.

GRUNDQUALIFIKATIONEN

- Bachelor's degree in Business Administration, Finance, Economics, Computer Science, Engineering, or related field
- Experience with sales CRM tools such as Salesforce or similar software
- Experience using Microsoft Excel to manipulate and analyze data
- Experience defining, refining and implementing sales processes, procedures and policies or equivalent

BEVORZUGTE QUALIFIKATIONEN

- Experience working within a high-growth, technology company
- Experience in finance, business management and sales operations

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

m/w/d

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

• DEU, NW, Dusseldorf
• DEU, BE, Munich
• DEU, BE, Berlin