Program Manager, Customer Experience and Insights Team

Overview

The Ring and Blink teams focus on enhancing neighborhood security through innovative products like doorbells and cameras, supported by extensive customer service. The Customer Experience & Insights Team (CEIT) spearheads AI-driven transformations in customer interactions, using artificial intelligence, machine learning, and automation to uncover and resolve root causes of customer issues across their journey from purchase to service subscriptions.

Role Summary

As a Program Manager within CEIT, you will operate at the intersection of AI, customer insights, and collaborative execution. Your responsibilities include identifying customer pain points through AI-powered intelligence, developing machine learning-assisted workflows, and implementing scalable automation frameworks. Your daily use of generative AI tools will enable accelerated decision-making, unearth hidden data patterns, and build efficient workflows that elevate customer experience for Ring and Blink at scale.

Key Responsibilities

• Devise and implement AI strategies using tools like Amazon Quick Suite, Bedrock, and PartyRock to diagnose root causes and fast-track decision-making.
• Create and scale AI-assisted operational workflows and automated frameworks across the organization.
• Apply machine learning techniques to analyze large volumes of customer contact data, identifying patterns and defects otherwise undetectable manually.
• Innovate and introduce new AI applications within CEIT and guide the evolution of AI strategy.
• Train and support cross-functional teams in adopting AI technologies and champion AI-oriented problem-solving methods.
• Lead small to medium programs and complex projects with minimal oversight, analyzing operational data to identify trends and improvement opportunities.
• Design scalable standard operating procedures (SOPs), intake workflows, and frameworks that optimize processes and enhance delivery timelines.
• Drive continuous improvement, manage change, and measure performance through KPIs, balancing priorities and escalating risks thoughtfully.
• Mentor junior members and foster AI competencies within the team.
• Collaborate extensively with Product, Engineering, Finance, and Operations teams to align goals and priorities.
• Produce executive-level reports and analytics for senior leadership, communicating clearly about program status, risks, and decisions.
• Organize and facilitate meetings, working sessions, and decision-making forums to maintain stakeholder engagement and accelerate program impact.

Required Qualifications

• Minimum of three years’ experience in program or project management.
• Proven ability to collaborate cross-functionally across technical and non-technical teams.
• Experience utilizing data and metrics to identify issues and guide improvements.
• Hands-on familiarity with AI tools, such as generative AI, machine learning platforms, and automation software, used to enhance workflows, reporting, or decision-making with demonstrable gains.
• Strong analytical skills to interpret operational data like KPIs, SLAs, and costs for action-oriented insights.
• Experience designing, documenting, and deploying AI-based SOPs and intelligent intake workflows that boost efficiency and reduce friction.
• Demonstrated capability in cross-functional partnership without direct authority and leading change management, including training and adoption tracking.
• Excellent verbal and written communication skills, with aptitude for presenting complex program information to senior executives.
• Competence with AI-enhanced project management platforms such as JIRA, Confluence, or Asana.

Preferred Qualifications

• Experience leading AI-assisted workflow implementations and automation projects in operational settings.
• Background in business operations or customer support environments with measurable efficiency or cost improvements.
• Proficiency in defining and monitoring operational KPIs through AI-generated dashboards and predictive analytics.
• Familiarity with consumer electronics, smart home tech, or subscription services leveraging AI for enhanced customer experience.
• Knowledge of continuous improvement methodologies like Lean or Six Sigma combined with AI applications.
• Strong influence skills to align stakeholders in dynamic and ambiguous situations.
• Ability to evaluate resource allocation, suggest cost-saving measures, and communicate financial impacts effectively.
• Experience reporting program outcomes using AI-powered tracking tools to senior leadership levels.

Additional Information

The role involves safe and cooperative interaction with colleagues, adherence to high standards under pressure, and respectful communication to ensure superior customer service. Consistent with the Los Angeles County Fair Chance Ordinance, candidates with criminal histories are considered for employment. Amazon is an equal opportunity employer committed to accommodating individuals with disabilities during the hiring process. The salary for this position ranges from 74,200 to 129,800 USD annually and includes sign-on bonuses, restricted stock units (RSUs), and comprehensive benefits such as health coverage, retirement matching, paid leave, and parental leave.