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Looking for a career in Europe? Visit the AbeBooks.co.uk career page.
Current Postings
Manager - Technical Program Management Group
About AbeBooks
AbeBooks.com is a subsidiary of Amazon Inc. and a global online marketplace for books, with over 120 million new, used, rare and out-of-print books listed for sale by thousands of sellers.
You will provide project direction through a value add hands-on approach and leadership to drive results. As the Manager, Technical Program Management, you will be responsible for a team of 4 Technical Porgram Managers, focused on planning and executing projects that enable the success of AbeBooks buyers and sellers.
The Manager, Tehcnical Program Management will work closely with the Director, Engineering and other department heads to ensure the delivery of all projects in a consistent and effective manner, on time and budget.
Responsibilities
Responsibilities will be equally divided between management duties and execution of projects for new and existing site features. These responsibilities include:
- Day-to-day management of a mid-sized team of technical program managers
- Manage issues, resourcing needs, and prioritization for the team
- Coordinate team efforts to drive the strategic direction and roadmap for team(with special attention to the potential of a technical integration with mother company)
- Consistently manage to the team's metrics and success goals
Execution
- Management of the Project Portfolio from pipeline through delivery
- Coordinate the prioritization of projects with the appropriate management team members
- Ensure delivery of all projects in a consistent and effective manner, on time and budget
- Produce the PMO Reporting and Metrics
- Drive accountability throughout the Technical Program Management Group for the participation in and the success of projects; be a role model by diving deep and assuming responsibility personally
- Actively manage on-going operations and enhancement of the Portfolio and Project tools and templates in order to meet resource management, reporting needs and program management needs
Requirements
- Strong record of 4+ years of management experience at a Consumer Internet or software company, managing a team of program managers
- A record of successful delivery of software products from conception through business case and customer deployment
- Insists on the highest standards, hires and develops great people, sees big picture but still executes on a tactical level
- Strong experience in instituting processes and ensuring efficient, scalable execution
- Candidate must possess deep understanding and practical application of agile development methods as well as demonstrate depth and breadth in a variety of Project Management and Software Development Life Cycles
- Proven ability to manage resources and ensure swift time to market
- Excellent technical understanding of Internet technologies and the operations of a commercial Web site, with preference given to candidates who have a background and working experience in a computer science or engineering position
- Must be an independent problem solver that can set priorities, make high quality judgments and decisions quickly with excellent organization skills
- Must be detail-oriented with a demonstrated ability to self-motivate, anticipate constraints, and identify alternative solutions
- Possess exceptional customer relationship skills including the ability to quickly assess work or project support requests, discover the true underlying feature requests, recommend alternative technical and business approaches to meet aggressive timelines with optimal solutions
- Excellent written and verbal communication skills
An undergraduate degree in software-product management, computer science, or equivalent experience required.
Please send your resume to hr@abebooks.com or fax to 250-475-6014, Attention HR.
We appreciate your interest in AbeBooks!
Customer Support Representative I
We are growing again! If you have a passion for excellent customer support and you thrive in a fast paced high-tech environment, Abebooks.com wants to talk to you!
We are looking for a dynamic individual to join our Customer Support department. You love helping people, investigating issues, and want to provide first contact resolution for every customer. You will provide quality phone and e-mail support services to external and internal customers. Excellent communication skills and the ability to work with an often-demanding clientele are necessary. This includes the ability for prompt decision-making and the promotion of world-class Customer Support.
The position is available immediately offering a competitive salary, benefits and a unique learning environment.
Responsibilities
- Demonstrate a high level of productivity and quality in evaluating, prioritizing and resolving incoming e-mail and telephone support requests
- Investigate and document Web site problems and Customer issues; prioritize own tasks based on severity and importance
- Act on Customer concerns in accordance with Customer Support policies, procedures and guidelines
- Act on opportunities to help Customers buy and sell more books
- Make every attempt to meet or exceed Customer expectations
- Communicate with clients and staff in a clear and thorough manner, both verbally and in writing, using a proactive, professional, and Customer Focused approach
- Continuously build and maintain a comprehensive knowledge of issues related to Customer account management; file conversions, hardware, software, networking, and other computer and Internet-related technologies
- Follow the Customer Support Representative Job Standards provided to you, and
- Any other duties as may be assigned to you by ABEBOOKS from time to time.
- Working collaboratively with other members of the AbeBooks team to improve bookseller performance and policy enforcement on the AbeBooks websites
Must Have
- A minimum 2 years post-secondary education.
- A minimum of 1 year work experience in a customer-oriented environment
- Adaptable Customer Service skills with the proven ability to handle challenging Customers and achieve customer satisfaction wherever possible.
- Excellent communication and organizational skills, including proven ability to multitask effectively under self-direction
- Proven decision making skills.
- Technical aptitude for troubleshooting
- Intermediate technical knowledge of E-commerce, and PC operating systems
- Tutoring or training experience is an asset.
- Excellent typing skills
- Ability to learn quickly and thrive in an active, ever-changing environment
Nice to Have
- Working knowledge of Excel and SQL are a definite plus
- Some knowledge of risk prevention and ecommerce fraud protocol are a plus
If you are looking for a challenging career, e-mail an application letter with detailed resume, including references, to hr@abebooks.com or fax to 250-475-6014 ATTENTION: HR. Please quote the Position Title in the Subject line of your email.
Thank you for your interest in AbeBooks!
Technical Program Manager
About AbeBooks
AbeBooks.com is a subsidiary of Amazon Inc. and a global online marketplace for books, with over 110 million new, used, rare and out-of-print books listed for sale by thousands of sellers.
The Position
Do you enjoy the challenge and ownership that comes with leading large, cross-functional projects? Are you excited with the opportunity to define, design and drive software projects for strategic business and platform opportunities? Are you interested in a challenge that will reward your unique blend of business and technology skills? Are you flexible, hard-working and a good communicator? As a technical program manager at AbeBooks.com, this is your opportunity to lead projects that will take AbeBooks‘ web sites to the next level.
Responsibilities
- Requirements gathering: Work with project sponsors and business groups to define business requirements
- Functional requirements: Work with technical teams to analyze impact of business requirements and define functional requirements for impacted systems
- Project Planning: Plan and sequence project tasks, based on effort, dependencies and timelines
- Agile project execution: Drive day to day project execution by resolving issues, managing risk and tracking status
- Launch Planning: With your project team, plan and execute project launch preparation and rollout tasks
- Communication: Frequent project status updates with periodic updates to project sponsors and senior management
Qualifications
The ideal candidate
- has a strong technical background,
- is detailed oriented with excellent problem solving skills,
- is results oriented person with a delivery focus,
- has proven experience of having led cross-functional software development,
- has the ability to handle multiple competing priorities in a fast-paced environment,
- possess strong verbal and written communication skills, including an ability to effectively communicate with both business and technical teams,
- has at least 3 years of project and program management experience, preferably in the e-commerce sector or the software industry,
- has execution experience with Agile project management and software development methodologies (Scrum, XP, Crystal, etc.) is a plus,
- possess a Computer Science degree or equivalent experience; professional certifications and evidence of continuing education are a big plus.
Please send your resume to hr@abebooks.com or fax to 250-475-6014, Attention HR.
We appreciate your interest in AbeBooks!
Customer Support – Security and Trust Team
Position Summary
We have an opportunity in our Customer Support department for a Junior Security and Trust Specialist. In this position, you will be involved in detecting and preventing fraud on the AbeBooks web sites, closely monitoring the performance of our booksellers while addressing policy and listing violations. All of this will entail working with our Customer Support team to help booksellers be successful on the AbeBooks platform while operating within our policies, standards and best practices.
You will perform in depth account investigations, and apply your problem solving and critical thinking skills to identify potential fraud patterns and find solutions. Your communication skills and attention to detail will be key assets in working with our member booksellers and internal customers, as we work collaboratively to maintain the quality of the AbeBooks web sites.
Essential Duties and Responsibilities
- Performing manual order review for suspicious order patterns
- Performing in depth account investigations, and well-documented communications
- Daily review and follow up on bookseller performance
- Daily review and follow up on incomplete orders (i.e. expired, CC rejected, buyer cancelled, expensive order verifications)
- Involved with ongoing initiatives relating to Completion, and creatively coming up with new strategies for further improving these results
- Communicating effectively within the Customer Support team, with other internal stakeholders, and external customers about sensitive topics
- Working collaboratively with other members of the AbeBooks team to improve bookseller performance and policy enforcement on the AbeBooks websites
- Providing weekend coverage – after the training period this position is Monday – Friday with alternating Saturdays
Requirements
- Strong communication skills – the ability to communicate strong messages in writing and verbally with customer focus and consideration
- Ability to communicate effectively
- Proven investigative skills
- Ability to manage concurrent priorities effectively
- Experience supporting customers, preferably in a contact center environment
- Ability to learn quickly and thrive in an active, ever-changing environment
- Good working knowledge of MS Excel
Assets
- Working knowledge in all or some of the following:
- Aquadata and SQL
- E-commerce environment
Please direct all resumes to hr@AbeBooks.com.
International Opportunities at AbeBooks
Looking for a career overseas? Visit our international career pages:
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