Project Manager - Incident Management

About us

Over the course of the past six years, we’ve grown into a business of over 3000+ Instaboxers united by a single purpose: providing an uncomplicated shipping service - all in order to make everyday life easier. We want to change the industry and not only be a part of the future, but to drive development towards it. It should be easy to shop online, and therefore we offer millions of customers across Europe a hassle-free and fossil-free shipping experience.

We’re fast, both in terms of parcel delivery and when it comes to growing our business. So far our journey has taken us from Sweden to the rest of Scandinavia and parts of continental Europe, but we have no plans on stopping anytime soon. As we continue to expand our product offering, the complexity of Instabox grows in parallel. With that in mind, we’re now looking for a Project Manager - Incident Management to cross the boundaries between Tech, Product, and Operations.

About the role

As a Project Manager - Incident Management at Instabox, you’ll be a key player in streamlining how technical issues are reported between Operations teams and into Product & Tech. This will help relevant issues get solved faster to improve our customer service, whilst at the same time enabling our Operations and Product and Tech teams to become more productive.

You’ll work with the Global Head of Production at Instabox, and a number of other vital stakeholders, to define how incident management from operations teams is managed. To establish a global way of working and to adapt/replace our ticketing system for technical incidents.

More in detail, your responsibilities will include:

- Map out how the current platform is being used today, what's working, and what needs to improve
- Map out new incident reporting flows that are efficient and achieve the company’s goals
- Capture functionality requirements of different stakeholders
- Recommend various ticketing platforms that can meet the requirements, arrange demos for stakeholders
- Conduct procurement exercise to benchmark platforms
- Deploy selected platform with the desired configuration
- Migrate users for the current platform and provide support in the initial weeks until running smoothly
- Handover to correct product owner
- Train stakeholders involved on how to follow the processes, and implement controls to ensure adhered to


This initial project is expected to take 6 months. Afterward, your deep knowledge of Instabox operations will be deployed to other high-impact assignments within Tech or Operations.

About you

To succeed in this role, you have a demonstrated history of working with software and in project management across engineering and business domains. You’re comfortable engaging with a wide range of stakeholders from different departments and managing different expectations and prioritizing to ensure the project can be successfully delivered.

It’s highly beneficial if you have an engineering background (e.g leading an engineering team), to understand the basics of system architecture and integrations. But equally as important would be having experience running a program like this independently and successfully.

More in detail you probably have:

- 6-10 years experience across business and engineering domains
- 3-5 years of project management experience with structured project management techniques
- Experience in vendor selection and deployment
- Smart, logical, data-driven, articulate
- Process mapping experience
- Workshop facilitation to capture stakeholder input and develop new processes
- Experience in selecting and deploying software platforms
- Technically minded - to understand various technologies integrated with
- Program Management experience


If this is you, we really can’t wait to meet you!

What we offer

A role at the very center of what makes Instabox, Instabox. Your work will have a tangible impact on our operations and we promise you that you’ll be challenged, pushed to develop your skillset, and have the opportunity to work with talented and ambitious people who strive for excellence and never settle for “good enough”. The journey ahead is what excites every Instaboxer working here today and we’re just getting started. Then there’s the engaging culture, centrally located office, compensation package and so much more, but we’ll get to that in due time.

If you’ve read this far there is clearly nothing stopping you from clicking the apply button.

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