Technical Product Area Manager for Customer Care

Company Description
H&M Group Business Tech is currently looking for a customer-obsessed senior engineering leader to take on the role as Product Area Lead Engineer (Product Area Manager) for our product area Customer Care.
This role will be ideal for you if you are a senior leader with technical background and passionate for delivering the best customer service possible. You like to play a key role in shaping our future customer experience for fashion around the globe and across our multiple brands.
About Product Area – Customer care:
Our core delivery in the product area consists of 3 main clusters spanning over multiple platforms and technology areas (Genesys, Nuance, SAP, Adobe, ParcelLab, Azure and more):
- Online Customer Service: products including contact platforms, chatbots, customer 360 solutions and post sales customer communication solutions.
- Customer Data Compliance: products that supports data cleansing and access & portability services for our customers.
- In-Store Customer Care: products to support the in-store experience for our customers as well as our store staff.
The Product Area contains of 7 cross-competence product teams (60+ colleagues).
Job Description
As a Product Area Lead Engineer – Customer Care, you will co-lead the product area together with a Product Area Manager and share the vision and ambition to build a world class customer care experience for our customers worldwide.
You will lead the work on the Product Area’s architecture and engineering practices. Using your knowledge of modern application architectures and ways of working, you will be a catalyst for technical innovation, modernization of our technical landscape and drive the engineering culture. As a Product Area Lead Engineer, you will also be a part of the Customer Domain leadership team and work closely with fellow Product Area Lead Engineers to ensure coordination of efforts and the future commerce experience.
Together with the Product Manager, you will support the teams to shape the end-to-end product strategy, determine associated value and a find fit for purpose technical implementation. You will have staff responsibility for Competence Leads for Software and Technical Engineers in your area.
Product Area Lead Engineer responsibilities include:
Enable fact-based technology discussions, to reach desired business effect/goals and architectural vision
Create and maintain a roadmap for the Product Area, working closely with collaboration partners across the H&M Group to ensure priorities are aligned to overall company strategy and direction
Provide hands-on technical guidance to product teams including supporting system and design reviews, supporting on priorities and day-to-day decision making
Manage the area budget, being accountable for the financial impact incurred by leveraged resources and solutions in the product teams of the Product Area
Prepare quarterly business reviews to set clear direction, aligning the Customer domain direction and product team direction supporting the H&M group targets
Identify and manage dependencies within the Product Area and to other Product Areas
Work with other enabling platform teams to secure efficient usage of common technology platforms
Employ servant-leadership to coach and empower the product owners and product teams to increase speed and impact of their work
Support teams in agile maturing and implementing DevSecOps



Qualifications
As a Product Area Lead Engineer, you have a passion for our customers as well as tech and modern software development and engineering practices.
We think you have great leadership skills and believe in a culture of collaboration, transparency, safety, and trust. You empower others to fail, learn, and grow and celebrate success as much as failure. You are a visionary leader that coaches and empower your colleagues with the most relevant competencies so they can lead, collaborate, and deliver exceptional customer and business results. We believe that you are a curious leader focused on value creation, growth and serving customers with full ownership and accountability.
Furthermore, we believe you:
Have strong leadership skills with the ability to lead an organization unit with 60+ employees
Have developed, shipped, and maintained several successful digital products over the years
Have long experience from all aspects of software engineering, working with developing, running, and scaling technology solutions and platforms
Have great ideas on how to implement modern customer service in multiple channels
Are knowledgeable on customer privacy and implementing GDPR solutions
Have a deep understanding of modern cloud-native and data-driven IT architectures and know what it takes to build healthy, maintainable and scalable solutions
Have a deep understanding and experience of Agile product development (e.g. DevSecOps), preferably in large organizations
Are a great communicator with experience of bringing together multiple business and technology partners, both internal and external, to execute on a common mission
Have experience working with many suppliers and helping define strategies on what should be in-sourced vs out-sourced.
Know how to formulate solid business cases for technology initiatives



Additional Information
This is a full-time position based in Stockholm, Sweden. You will report to Head of Customer Domain – Engineering at Business Tech. Apply with CV and Cover Letter (English) as soon as possible but no later than 27 May 2021.
For questions about the position, please contact Talent Acquisition Partner Nidhi.illman@hm.com