Program Manager - Customer Experience and Insights Team

Description

The Ring and Blink teams are making neighborhoods safer with innovative security products and services — from the Doorbells and Cameras to endless features accessed in the App’s. The Ring and Blink Customer Support teams help bring this mission to life every day by supporting our neighbors at every point in their journey with us.

The Customer Experience & Insights Team (CEIT) is pioneering AI-driven customer experience transformation. We leverage artificial intelligence, machine learning, and automation to identify and resolve root causes of customer contacts at scale — from purchase and first product setup, to subscribing to a Protect Plan, and everything in between. By combining AI-powered insights with strategic execution, CEIT drives meaningful improvements that reduce friction and elevate the overall customer experience.

As a Program Manager on CEIT, you will be an AI-forward practitioner who sits at the intersection of artificial intelligence, customer insights, and cross-functional execution. This role is responsible for designing and driving resolution of customer contact drivers and pain points through AI-powered data intelligence, machine learning-assisted workflows, scalable automation frameworks, and strategic stakeholder management. You will leverage generative AI tools daily to accelerate decision-making, surface hidden patterns in customer data, and build intelligent workflows that scale across the organization. Your tactical execution and AI-enabled cross-functional collaboration will directly impact Ring and Blink's ability to deliver an exceptional customer experience — at scale.


Key job responsibilities
AI Strategy & Innovation: Leverage generative AI tools (Amazon Quick Suite, Bedrock, PartyRock) daily to identify root causes, surface insights, and accelerate decision-making. Develop AI-assisted workflows and intelligent automation that scale organization-wide as best practices. Apply machine learning to analyze customer contact data at scale, identifying defects and patterns impossible to detect manually. Pioneer new AI applications within CEIT and contribute to team AI strategy development. Train cross-functional partners on AI adoption and champion AI-forward problem-solving. Stay current on emerging AI/ML technologies to enhance operational efficiency and customer experience

Program Management & Execution: Manage small-to-medium programs and complex cross-team projects with limited oversight. Analyze operational data to identify trends, root causes, and improvement opportunities. Drive continuous improvement by identifying inefficiencies, defects, and customer pain points. Define program requirements, mobilize teams, and drive goal achievement. Design scalable SOPs, intake workflows, and program frameworks. Optimize cross-team processes to improve efficiency and delivery timelines. Implement change management strategies and measure performance using KPIs. Balance time, quality, and resource trade-offs while identifying risks and escalating appropriately. Mentor junior team members and build team AI capability through hands-on training.

Stakeholder Engagement & Communication: Partner with cross-functional teams (Product, Engineering, Finance, Operations) to align priorities. Prepare executive-level analytics and reporting weekly and monthly for VP and C-suite stakeholders. Lead stakeholders through process transitions with training and documentation. Communicate program status, risks, and decisions to leaders up to three tiers above level. Facilitate meetings, working sessions, and decision-making forums. Build cross-functional partnerships to amplify program impact. Track, analyze, and optimize performance against established goals.

Basic Qualifications

- 3+ years of program or project management experience
- Experience working cross functionally with tech and non-tech teams
- Experience using data and metrics to determine and drive improvements
- Hands-on experience applying AI tools (e.g., generative AI, machine learning platforms, automation software) to operational workflows, reporting, or decision-making processes with measurable efficiency gains
- Demonstrated ability to analyze operational and business performance data (e.g., KPIs, SLAs, cost metrics) to identify trends, surface root causes, and develop actionable recommendations
- Proven experience designing, documenting, and implementing AI-enabled SOPs, intelligent intake workflows, and automated operational frameworks that improve efficiency and reduce friction
- Track record of partnering with cross-functional teams (Finance, Product, Engineering, Operations) to align on priorities and drive program outcomes without direct authority
- Experience leading teams and stakeholders through process transitions, including training development, documentation, and adoption tracking
- Strong written and verbal communication skills with demonstrated ability to present program status, risks, and recommendations to senior leadership (3+ tiers above level)
- Proficiency with AI-enhanced project management tools such as JIRA, Confluence, Asana, or equivalent platforms for tracking milestones, dependencies, and deliverables

Preferred Qualifications

- Experience contributing to or piloting AI-assisted workflows, automation initiatives, or emerging technology adoption within an operations context
- Background in business operations, customer support operations, or contact center environments with measurable impact on efficiency or cost reduction
- Metrics & AI-Powered Experience defining and tracking operational KPIs using AI-generated dashboards, machine learning insights, and adjusting programs based on predictive analytics
- Familiarity with consumer electronics, smart home technology, subscription services, or similar high-volume customer-facing businesses leveraging AI for customer experience improvement
- Exposure to Lean, Six Sigma, or similar continuous improvement methodologies combined with AI/automation applications in business operations
- Demonstrated ability to influence senior stakeholders and drive alignment across technical and non-technical audiences in ambiguous, fast-paced environments
- Ability to assess resource trade-offs, identify cost-saving opportunities, and communicate financial impact of operational decisions to leadership
- Experience managing program goals with AI-powered tracking and delivering weekly/monthly reporting to VP/CEO level stakeholders

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.