Program Manager Ii, Customer Support New Product Introduction Program Management Office

Job ID: | Amazon.com Services LLCSay hello to Ring and Blink.We're 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.We've 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 fieldsProven experience managing cross-functional projects involving multiple teams and stakeholdersDemonstrated ability to define program requirements and drive teams to meet goalsStrong problem-solving skills with ability to identify risks and clear blockersDemonstrated success in using AI for process innovation and organizational transformationExperience with data-driven decision-making and metrics trackingExcellent written and verbal communication skills, with ability to present to senior leadersBachelor's degree or equivalent practical experienceKey Job ResponsibilitiesOwn and manage customer support readiness programs for new Ring and Blink product launches, ensuring all support touch points are prepared for day-one customer interactionsDrive cross-functional collaboration between Product Management, Go-to-Market teams, CS Operations, and external partners to align on launch timelines and support requirementsDefine program requirements and success metrics for support readiness, translating product features into actionable support enablement plansIntegrate AI-powered support tools into launch readiness plans, ensuring teams are prepared to leverage automation effectively and can validate AI solutions prior to product launchesAccelerate progress by identifying risks early, asking the right questions, and driving timely decisions across stakeholder groupsClear blockers and escape appropriately when dependencies threaten launch timelines or support qualityManage trade-offs between time, quality, and resources to ensure optimal support readiness within launch constraintsFacilitate effective meetings with the right stakeholders, ensuring clear communication and decision-makingDevelop and maintain standardized processes for NPI support readiness across the organizationAmplify the neighbor's voice by incorporating customer feedback and support insights into the product development lifecycleA Day in the LifeEvery day brings new challenges and opportunities as you navigate diverse stakeholder needs and unique solutionsNavigate a dynamic landscape where you'll engage with cross-functional teams one moment and leverage AI innovations the nextYou'll shift seamlessly between strategic stakeholder alignment, tactical execution with AI tools, and continuous process improvement—keeping every day fresh and impactfulAbout the TeamThe 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.Basic Qualifications3+ years of program or project management experience3+ years of defining and implementing process improvement initiatives using data and metrics experienceKnowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQLExperience using data and metrics to determine and drive improvementsExperience working cross-functionally with tech and non-tech teamsExperience working in a contact center environmentBackground in consumer electronics, smart home technology, or subscription servicesPreferred Qualifications3+ years of driving end-to-end delivery, and communicating results to senior leadership experience3+ years of driving process improvements experienceExperience in stakeholder management, dealing with multiple stakeholders at varied levels of the organizationExperience building processes, project management, and schedulesAmazon 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 standard of excellence while managing stressful conditions; communicate effectively and respectfully; 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.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 you're applying in isn't listed, please contact your Recruiting Partner.Our compensation reflects the cost of labor across several US geographic markets.The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market.Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.Amazon is a total compensation company.Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.For more information, please visitThis position will remain posted until filled.Applicants should apply via our internal or external career site.#J-*****-Ljbffr