Program Manager, Ring Monitoring and Deterrence

Amazon • Hawthorne, CA

1d • Onsite

About The Position

Ring is redefining what it means to feel safe at home. The Ring Monitoring Operations team sits at the center of that mission—owning the operational health, vendor performance, and customer experience across Ring's professional monitoring and Virtual Security Guard (VSG) services. We are a fast-growing team looking for a data-driven Program Manager who will operate as an AI-native builder, using tools like Kiro, Claude Code, and TextQL as force multipliers to do the work of three. As a member of this team, you will own day-to-day program operations while simultaneously identifying and executing customer experience improvements across our monitored services. You will work directly with internal stakeholders (Product, Engineering, Legal, Customer Support) and external vendors (Rapid, RSPNDR) to drive alignment, flesh out requirements, and measure impact. This is an opportunity to join a high-impact team at the intersection of security, AI, and customer experience—where your work directly shapes how millions of Ring customers feel protected.

Requirements

• 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

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 operational dashboards that measure activity, engagement, and service levels across all monitored customers by product, region, and subscription type
• Use AI to query data systems directly, mine for opportunities, and deliver weekly reports with recommended actions—not just charts
• Manage vendor relationships including processing purchase orders/invoices, tracking SLAs, and holding vendors technically accountable using data
• Execute customer engagement initiatives including cross-sell/upsell strategies, feature adoption campaigns, and customer success stories
• Support new product launches such as guard response in the US and UK, ensuring operational readiness across BI, CS, and Help Center systems
• Prototype internal tools and customer journey improvements using AI, compressing the traditional PM cycle from months to days
• Own program health metrics and dashboards; track service levels against contractual SLAs across professional monitoring and VSG services
• Process purchase orders and invoices for monitoring vendors monthly; maintain cost forecasting models
• Investigate and resolve customer escalations related to professional monitoring and VSG service lapses
• Manage vendor readiness for product launches—send requirements, align on timelines, and ensure training completion
• Implement workflow improvements that reduce costs and/or improve the customer experience
• Capture and synthesize voice-of-the-customer feedback through surveys, CS tagging, and direct customer calls
• Design and execute pilot tests for new software, subscriptions, and products; establish success criteria and measure outcomes
• Create and maintain Help Center articles and CS training materials
• Work cross-functionally with Legal, Product, Engineering, and CS to drive operational readiness for feature releases
• Ensure compliance with legal, privacy, and security requirements (TPS submissions, contract execution, legal approvals)

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