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Description

The Ring and Blink CS Technology Enablement team is looking for a Technical Program Manager to support vendor operations, contractor administration, document management, scrum processes, and technology stack management across both the Ring and Blink organizations. The ideal candidate will be detail-oriented, organized, and capable of managing multiple operational workstreams while collaborating cross-functionally in a fast-paced environment.

This role will be responsible for overseeing 3P SaaS contract renewals, purchase orders, and invoice management, as well as managing contractor permissions, onboarding, offboarding, and administrative oversight for applications such as Amazon Connect, Twilio, and Avoxi. You will own document management and governance for the team, ensuring all information is accurate, organized, and up to date. Additionally, you will partner closely with Finance to maintain clear documentation and spending tracking for all vendor-related expenses. This role will also serve as a backup for the team's scrum process, requiring strong fluency in Agile and Scrum methodologies as well as expertise in Jira and Confluence.

While not directly responsible for security, compliance, and risk management decisions, this role will support the administrative functions of these processes, help shepherd team members and stakeholders through security and privacy reviews, and drive escalations when timelines are impacted by review delays. You will need a solid understanding of Amazon's security, privacy, legal, and operational standards to effectively support these critical workflows.

The ideal candidate is proactive, highly organized, and has strong attention to detail. You are comfortable managing vendor relationships, tracking contract timelines, and ensuring administrative processes run smoothly. You embrace innovation and actively seek opportunities to leverage AI tools and automation to drive efficiencies across your areas of responsibility. You have hands-on experience facilitating scrum ceremonies and managing sprint workflows. You can identify issues before they become problems and communicate effectively with stakeholders at all levels.

Key job responsibilities

Process Improvement & AI Enablement:

• Leverage AI tools and automation to drive efficiencies across all areas of responsibility

• Identify opportunities to streamline and improve operational processes through technology and automation

• Explore and implement AI-driven solutions for document management, reporting, and administrative tasks

• Stay current on emerging AI capabilities and recommend adoption where appropriate

Vendor & Contract Management:

• Manage end-to-end 3P SaaS contract renewal process, including tracking renewal timelines, coordinating with vendors, and ensuring timely execution

• Process and track purchase orders and invoices, ensuring accuracy and timely payment

• Maintain clear documentation of all vendor transactions and spending in partnership with Finance

• Track and report on vendor spend, contract status, and budget utilization

• Collaborate with Finance, Procurement, Legal, and IT teams to ensure compliance with company policies

Contractor Administration:

• Oversee contractor lifecycle management including permissions, onboarding, offboarding, and access management across supported applications

• Maintain administrative oversight for Amazon Connect, Twilio, Avoxi, and other 3P SaaS platforms

• Maintain accurate records and audit trails for all vendor and contractor activities

• Track and report on contractor headcount and access permissions

Document Management & Governance:

• Ensure all team documentation, wikis, and knowledge bases are accurate, organized, and up to date by establishing and enforcing documentation standards, naming conventions, and organizational structures

• Conduct regular audits of team documentation to identify gaps, outdated content, and areas for improvement

• Develop and maintain process documentation, operational runbooks, and standard operating procedures

Scrum Process Support:

• Serve as backup scrum master for the Tech Enablement team, facilitating ceremonies as needed including daily standups, sprint planning, sprint reviews, and retrospectives

• Maintain and groom team backlogs in Jira, ensuring tickets are properly categorized, prioritized, and contain accurate information

• Create and maintain Confluence spaces, pages, and templates to support team collaboration and documentation needs

• Help remove impediments and escalate blockers to ensure team productivity

Security, Compliance & Risk Management Support:

• Develop and maintain a solid understanding of Amazon's security, privacy, legal, and operational standards (including Shepherd, ASR, Kale, TPS, and Privacy certification processes)

• Support the administrative functions of security and compliance processes, including tracking submissions, maintaining documentation, and monitoring review status

• Shepherd team members, stakeholders, and vendors through security and privacy review processes, providing guidance on requirements and expectations

• Proactively escalate to leadership when project timelines are at risk due to security and privacy review delays

• Maintain documentation of security and compliance requirements, processes, and lessons learned while identifying gaps or inefficiencies and recommending improvements

• Coordinate with Security and Privacy teams to ensure timely responses and resolution of outstanding items

About the team

The Ring and Blink CS Tech team owns and manages the customer support technology stack to provide and empower Ring's & Blink's customer support associates to deliver exceptional service to our Neighbors (customers). Our vision is to be customer-inspired and technology-enabled to propel customer service towards new horizons, transforming it into a scalable, secure, enterprise-grade infrastructure powered by AI and automation. We're evolving from reactive customer service to proactive, AI-enhanced support experiences. We are committed to delivering neighbor and associate experiences that are unparalleled, simplifying and streamlining business processes with intuitive interfaces via out-of-the-box, low-code, and innovative AI solutions. We focus on providing a seamless and effortless experience that revolutionizes customer service and boosts productivity.

Basic Qualifications

- 2+ years of technical program management experience

- Experience in agile/scrum or related collaborative workflow, or experience in technical support

- Experience with supplier or vendor relationship management

- Experience prioritizing and managing multiple responsibilities

- Experience developing policies and supporting documentation

- Experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)

- Strong fluency with Atlassian Suite (Jira and Confluence), including backlog management, sprint tracking, and documentation

- Experience with purchase order and invoice processing

- Strong attention to detail and follow-through

Preferred Qualifications

- Bachelor's degree in a relevant field or equivalent work experience

- PMP certification, or SCRUM/Agile, SAFe certification

- 1+ years of contact center experience

- Experience with AI/ML technologies

- Experience with AWS and technology as a service (IaaS, SaaS, PaaS)

- Experience with Amazon Connect, Twilio, Avoxi, or similar platforms

- Familiarity with procurement and finance processes, including budget tracking and spend management

- Track record of process improvement and automation

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, CA, Hawthorne - 95,300.00 - 160,000.00 USD annually