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Description

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.

• 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

Key job 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

A day in the life

• Every day brings new challenges and opportunities as you navigate diverse stakeholder needs and unique solutions

• Navigate a dynamic landscape where you'll engage with cross-functional teams one moment and leverage AI innovations the next

• You'll shift seamlessly between strategic stakeholder alignment, tactical execution with AI tools, and continuous process improvement—keeping every day fresh and impactful

About the team

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.

Basic Qualifications

- 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

Preferred Qualifications

- 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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. 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 . This position will remain posted until filled. Applicants should apply via our internal or external career site.