Program Manager, Customer Experience and Insights Team

Amazon • Hawthorne, CA

6d • Onsite

About The Position

The Customer Experience & Insights Team (CEIT) is pioneering AI-driven customer experience transformation. We leverage artificial intelligence, machine learning, and automation to identify and resolve root causes of customer contacts at scale — from purchase and first product setup, to subscribing to a Protect Plan, and everything in between. By combining AI-powered insights with strategic execution, CEIT drives meaningful improvements that reduce friction and elevate the overall customer experience.

As a Program Manager on CEIT, you will be an AI-forward practitioner who sits at the intersection of artificial intelligence, customer insights, and cross-functional execution. This role is responsible for designing and driving resolution of customer contact drivers and pain points through AI-powered data intelligence, machine learning-assisted workflows, scalable automation frameworks, and strategic stakeholder management. You will leverage generative AI tools daily to accelerate decision-making, surface hidden patterns in customer data, and build intelligent workflows that scale across the organization. Your tactical execution and AI-enabled cross-functional collaboration will directly impact Ring and Blink's ability to deliver an exceptional customer experience — at scale.

Requirements

• 3+ years of program or project management experience
• Experience working cross functionally with tech and non-tech teams
• Experience using data and metrics to determine and drive improvements
• Hands-on experience applying AI tools (e.g., generative AI, machine learning platforms, automation software) to operational workflows, reporting, or decision-making processes with measurable efficiency gains
• Demonstrated ability to analyze operational and business performance data (e.g., KPIs, SLAs, cost metrics) to identify trends, surface root causes, and develop actionable recommendations
• Proven experience designing, documenting, and implementing AI-enabled SOPs, intelligent intake workflows, and automated operational frameworks that improve efficiency and reduce friction
• Track record of partnering with cross-functional teams (Finance, Product, Engineering, Operations) to align on priorities and drive program outcomes without direct authority
• Experience leading teams and stakeholders through process transitions, including training development, documentation, and adoption tracking
• Strong written and verbal communication skills with demonstrated ability to present program status, risks, and recommendations to senior leadership (3+ tiers above level)
• Proficiency with AI-enhanced project management tools such as JIRA, Confluence, Asana, or equivalent platforms for tracking milestones, dependencies, and deliverables

Nice To Haves

• Experience contributing to or piloting AI-assisted workflows, automation initiatives, or emerging technology adoption within an operations context
• Background in business operations, customer support operations, or contact center environments with measurable impact on efficiency or cost reduction
• Metrics & AI-Powered Experience defining and tracking operational KPIs using AI-generated dashboards, machine learning insights, and adjusting programs based on predictive analytics
• Familiarity with consumer electronics, smart home technology, subscription services, or similar high-volume customer-facing businesses leveraging AI for customer experience improvement
• Exposure to Lean, Six Sigma, or similar continuous improvement methodologies combined with AI/automation applications in business operations
• Demonstrated ability to influence senior stakeholders and drive alignment across technical and non-technical audiences in ambiguous, fast-paced environments
• Ability to assess resource trade-offs, identify cost-saving opportunities, and communicate financial impact of operational decisions to leadership
• Experience managing program goals with AI-powered tracking and delivering weekly/monthly reporting to VP/CEO level stakeholders

Responsibilities

• Leverage generative AI tools (Amazon Quick Suite, Bedrock, PartyRock) daily to identify root causes, surface insights, and accelerate decision-making.
• Develop AI-assisted workflows and intelligent automation that scale organization-wide as best practices.
• Apply machine learning to analyze customer contact data at scale, identifying defects and patterns impossible to detect manually.
• Pioneer new AI applications within CEIT and contribute to team AI strategy development.
• Train cross-functional partners on AI adoption and champion AI-forward problem-solving.
• Stay current on emerging AI/ML technologies to enhance operational efficiency and customer experience.
• Manage small-to-medium programs and complex cross-team projects with limited oversight.
• Analyze operational data to identify trends, root causes, and improvement opportunities.
• Drive continuous improvement by identifying inefficiencies, defects, and customer pain points.
• Define program requirements, mobilize teams, and drive goal achievement.
• Design scalable SOPs, intake workflows, and program frameworks.
• Optimize cross-team processes to improve efficiency and delivery timelines.
• Implement change management strategies and measure performance using KPIs.
• Balance time, quality, and resource trade-offs while identifying risks and escalating appropriately.
• Mentor junior team members and build team AI capability through hands-on training.
• Partner with cross-functional teams (Product, Engineering, Finance, Operations) to align priorities.
• Prepare executive-level analytics and reporting weekly and monthly for VP and C-suite stakeholders.
• Lead stakeholders through process transitions with training and documentation.
• Communicate program status, risks, and decisions to leaders up to three tiers above level.
• Facilitate meetings, working sessions, and decision-making forums.
• Build cross-functional partnerships to amplify program impact.
• Track, analyze, and optimize performance against established goals.

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
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed