Product Manager - Technical, AI Voice, Ring & Blink Customer Service Technology

Description

We are seeking a Product Manager - Technical to own Ring and Blink's AI Voice products end-to-end, from strategic vision through production operations. This role leads the product direction for Ring's and Blink's AI voice agents, which collectively handle hundreds of thousands of customer calls per month across US and international markets.

The CS Technology Enablement team builds the AI and platform products that power Ring and Blink's customer service organization. We operate at the intersection of conversational AI, contact center technology, and customer experience, shipping products built on Amazon Connect, Salesforce Service Cloud Voice, Amazon Bedrock, and purpose-built voice AI infrastructure. We move fast, measure everything, and iterate weekly based on real production data. Our work succeeds only when customers get their problems solved.

Key job responsibilities
- Own the Complete Product Lifecycle: Define strategic vision and multi-quarter roadmaps for voice AI products. Drive cross-functional execution across engineering, operations, data science, and vendor partners. Maintain accountability for containment, resolution, CSAT, and cost-per-contact outcomes.
- Drive Weekly Product Improvement Cycles: Review production performance data at the intent, market, and interval level. Identify failure modes, conduct root cause analysis, and translate findings into prioritized product improvements.
- Navigate Technical Complexity: Make informed tradeoffs across LLM architectures (Bedrock, third-party), prompt strategies, intent classification approaches, and dialog management designs. Distinguish between one-way and two-way door decisions in a rapidly evolving AI landscape.
- Manage Vendor and Platform Partnerships: Own the technical and commercial relationship with external vendors. Partner with Amazon Connect, Salesforce, and internal Bedrock teams to deliver integrated capabilities.
- Lead International Expansion: Define market-specific requirements for new geographies including telephony, compliance, language, and localization. Coordinate phased rollouts with operations and QA.
- Build Consensus Across Functions: Partner with Operations, Workforce Management, Quality Assurance, Training, and Engineering to align on rollout readiness, staffing impact, and escalation paths.

A day in the life
You start the morning reviewing voice AI performance data and identifying product improvement opportunities. From there, you might partner with CS Operations leadership to align on rollout readiness for a new capability, ensuring associate training, escalation paths, and workforce planning are in place before traffic ramps begin.

Mid-day could include a technical design session with engineering on a new agent skill, a vendor sync to evaluate upcoming platform capabilities, or a working session with Workforce Management to model how a containment improvement will shift call volume and staffing needs. You regularly connect with Quality Assurance to refine how AI interactions are evaluated and with Training to ensure associates are prepared for changes in call flow.

About the team
The CS Technology Enablement team sits within Ring & Blink Customer Service (Devices & Services). We are a team of product managers, technical program managers, solutions architects, and engineering. We own the AI, platform, and tooling products that Ring and Blink's customer service organization runs on.

Basic Qualifications

- 5+ years of product or program management, product marketing, business development or technology experience
- Bachelor's degree
- Experience with feature delivery and tradeoffs of a product
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Experience managing technical products or online services
- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

Preferred Qualifications

- 1+ years of contact center experience, or experience with AWS services or other cloud offerings
- Experience leading the architecture and design (architecture, design patterns, reliability and scaling) of new and current systems, or experience in developing and deploying LLMs in production on GPUs, Neuron, TPU or other AI acceleration hardware
- Experience working directly with engineering teams on a product for a technical audience, such as developers, DevOps, IT professionals, engineers or scientists
- 2+ years of work in the customer service/contact center industry experience, or experience in the customer service/contact center industry
- Experience in identifying a customer need, building a product to meet that need, and launching that product
- Master's degree, or a PhD or equivalent research experience and experience in building speech recognition, machine translation and natural language processing systems (e.g., commercial speech products or government speech projects)
- Experience working with engineering and product teams to define a product and bring it to market

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.