Program Manager II , Customer Support New Product Introduction Program Management Office
About The Position
Say hello to Ring and Blink. We're creating products that make homes more secure. The Ring team is making neighborhoods safer with innovative security products and services, including the Ring Video Doorbell, Car Cam, and Neighbors App. The Blink team is on a mission to end homeowner worry by providing a reliable, affordable, and easy-to-use video monitoring system. We've created battery-powered indoor and outdoor cameras and are developing new products, from chip design to complete end-user systems. The Customer Support New Product Introduction Program Management Office (CS NPI PMO) bridges innovation and implementation across Ring and Blink product lines. We orchestrate the seamless integration of new programs, products, policies, and features into our customer support ecosystem, partnering closely with Product Management, Go-to-Market teams, and CS Operations to transform launches into frictionless neighbor experiences.
Requirements
- 3+ years of program management experience in customer support, product launches, or related fields
- Proven experience managing cross-functional projects involving multiple teams and stakeholders
- Demonstrated ability to define program requirements and drive teams to meet goals
- Strong problem-solving skills with ability to identify risks and clear blockers
- Demonstrated success in using AI for process innovation and organizational transformation
- Experience with data-driven decision making and metrics tracking
- Excellent written and verbal communication skills, with ability to present to senior leaders
- Bachelor's degree or equivalent practical experience
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Experience working in a contact center environment
- Background in consumer electronics, smart home technology, or subscription services
Nice To Haves
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
Responsibilities
- Own and manage customer support readiness programs for new Ring and Blink product launches, ensuring all support touch points are prepared for day-one customer interactions
- Drive cross-functional collaboration between Product Management, Go-to-Market teams, CS Operations, and external partners to align on launch timelines and support requirements
- Define program requirements and success metrics for support readiness, translating product features into actionable support enablement plans
- Integrate AI-powered support tools into launch readiness plans, ensuring teams are prepared to leverage automation effectively and can validate AI solutions prior to product launches
- Accelerate progress by identifying risks early, asking the right questions, and driving timely decisions across stakeholder groups
- Clear blockers and escalate appropriately when dependencies threaten launch timelines or support quality
- Manage trade-offs between time, quality, and resources to ensure optimal support readiness within launch constraints
- Facilitate effective meetings with the right stakeholders, ensuring clear communication and decision-making
- Develop and maintain standardized processes for NPI support readiness across the organization
- Amplify the neighbor's voice by incorporating customer feedback and support insights into the product development lifecycle
Benefits
- Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
General Merchandise Retailers
Number of Employees
5,001-10,000 employees
