Program Manager, Ring Monitoring and Deterrence

Ring is redefining what it means to feel safe at home. The Ring Monitoring Operations team sits at the center of that missionowning the operational health vendor performance and customer experience across Rings professional monitoring and Virtual Security Guard (VSG) services. We are a fast-growing team looking for a data-driven Program Manager who will operate as an AI-native builder using tools like Kiro Claude Code and TextQL as force multipliers to do the work of three.

As a member of this team you will own day-to-day program operations while simultaneously identifying and executing customer experience improvements across our monitored services. You will work directly with internal stakeholders (Product Engineering Legal Customer Support) and external vendors (Rapid RSPNDR) to drive alignment flesh out requirements and measure impact. Responsibilities will include:
Own operational dashboards that measure activity engagement and service levels across all monitored customers by product region and subscription type
Use AI to query data systems directly mine for opportunities and deliver weekly reports with recommended actionsnot just charts
Manage vendor relationships including processing purchase orders/invoices tracking SLAs and holding vendors technically accountable using data
Execute customer engagement initiatives including cross-sell/upsell strategies feature adoption campaigns and customer success stories
Support new product launches such as guard response in the US and UK ensuring operational readiness across BI CS and Help Center systems
Prototype internal tools and customer journey improvements using AI compressing the traditional PM cycle from months to days

This is an opportunity to join a high-impact team at the intersection of security AI and customer experiencewhere your work directly shapes how millions of Ring customers feel protected.


Key job responsibilities
Own program health metrics and dashboards; track service levels against contractual SLAs across professional monitoring and VSG services
Process purchase orders and invoices for monitoring vendors monthly; maintain cost forecasting models
Investigate and resolve customer escalations related to professional monitoring and VSG service lapses
Manage vendor readiness for product launchessend requirements align on timelines and ensure training completion
Implement workflow improvements that reduce costs and/or improve the customer experience
Capture and synthesize voice-of-the-customer feedback through surveys CS tagging and direct customer calls
Design and execute pilot tests for new software subscriptions and products; establish success criteria and measure outcomes
Create and maintain Help Center articles and CS training materials
Work cross-functionally with Legal Product Engineering and CS to drive operational readiness for feature releases
Ensure compliance with legal privacy and security requirements (TPS submissions contract execution legal approvals)


A day in the life
You start your morning by pulling up your AI-powered dashboards to check overnight service levels across all monitored customers. You notice a vendors response times have drifted above SLA thresholds so you query the data directly through Kiro to understand the root cause and draft a pointed follow-up to the vendor backed by evidence.

Mid-morning you join a cross-functional sync with Product and Engineering on an upcoming guard response launch in a new market. You walk through your operational readiness checklistCS training status Help Center article updates customer communication plans and risk mitigations.

After lunch you review customer feedback from recent dispatch surveys and tag emerging themes. You spot an opportunity to improve feature adoption so you use Claude Code to prototype a new customer journey flow and share it with the product team for review.

You close the day by updating your weekly metrics reportnot just the numbers but recommended actions: a vendor to escalate a customer segment to target a process to streamline. Every insight leads to a next step.

About the team
The Ring Monitoring Operations team owns the operational excellence and customer success of Rings monitored servicesincluding Professional Monitoring Virtual Security Guard (VSG) Video Verification and Guard Response. We are a small high-velocity team that punches above our weight by leveraging AI as a core operating principle.

- 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