Culture & Engagement Manager, Culture & Leadership Experience

Amazon • Hawthorne, CA

2d

About The Position

Ring and Blink Customer Support (RBCS) is transforming how we support millions
of customers globally. We're building a world-class employee experience that
combines technology with human-centered design, and we're looking for a
strategic leader to help us get there.
As our Culture & Engagement Manager, you'll drive initiatives that define what
it means to work in customer support in the age of AI. This role sits at the
intersection of innovation, culture, and leadership development, architecting
experiences that measurably improve how people feel about their work and how
leaders grow their capabilities. You'll also lead our organization's adoption of
AI tools and practices, helping teams leverage technology for greater
productivity, personalization, and impact.
Success means driving continuous improvement in employee engagement scores,
reducing voluntary attrition, building a scalable leadership development
pipeline that demonstrates clear ROI, and establishing RBCS as a leader in
AI-driven employee experience innovation.

Requirements

• Bachelor's degree, or experience in a relevant field
• 7+ years of management, or 8+ years of people leadership experience
• Experience in talent management, organizational network analysis, and organizational design and development
• 2+ years of designing, building, and launching successful email engagement programs, specifically lifecycle/nurture programs experience
• Experience with AI/ML technologies
• Experience in creating and managing budgets
• Experience managing high volume as well as niche hiring
• 4+ years of managing stakeholders in cross-functional project experience
• Experience in verbal and written communication for executive level leaders

Nice To Haves

• Experience in a dynamic environment with a high degree of customer service
• Experience developing, deploying and managing AI products at scale
• 1+ years of team leadership experience, or Six Sigma Black Belt certification
• 1+ years of organizing events for content creators (e.g. education summits, booths at events) experience
• Professional certification such as CAMS, CRCM, or CRP
• Knowledge of data visualization tools such as Quick Sight, Tableau, Power BI or other BI packages

Responsibilities

• Strategic Engagement & Innovation: Design and execute annual engagement strategies including 1-2 large-scale campaigns driving cultural connection. Leverage AI and data analytics for personalized experiences, predictive engagement trends, and optimized program effectiveness through sentiment analysis and automated content generation. Transform quarterly All-Team Meetings into compelling global events. Manage annual budget demonstrating ROI through participation, satisfaction, and retention metrics.
• AI Strategy & Program Development: Own development of AI-enabled employee experience programs. Launch AI adoption initiatives integrating generative AI into daily workflows with training programs and best practices. Build measurement frameworks tracking effectiveness through improved efficiency, personalization, and satisfaction. Partner with technology teams identifying AI-driven innovation opportunities.
• Employee Feedback & Responsive Programming: Establish systematic feedback processes through surveys, focus groups, and AI-powered sentiment analysis. Design targeted training addressing employee needs. Close feedback loops by communicating how input shapes decisions.
• Leadership Development: Design comprehensive leadership development strategies aligned with talent goals. Launch 2-3 annual initiatives incorporating AI tools for personalized learning paths. Apply organizational development expertise creating scalable leadership structures. Achieve strong completion rates demonstrating promotion readiness impact.
• Change Leadership: Establish governance frameworks using proven methodologies (ADKAR, Kotter, Prosci). Influence senior leaders through executive presence and data-driven storytelling.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager