Program Manager, Customer Support New Product Introduction Program Management Office

Say hello to Ring and Blink. Were 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. Weve 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
Bachelors 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 neighbors 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 youll engage with cross-functional teams one moment and leverage AI innovations the next
Youll shift seamlessly between strategic stakeholder alignment tactical execution with AI tools and continuous process improvementkeeping 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.

- 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

- 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 Companys 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 for more information. If the country/region youre applying in isnt 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 CA Hawthorne - 74200.00 - 129800.00 USD annually