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

Job ID: ******* | Amazon.com Services LLC Overview Say 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 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.Key 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 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, allowing teams to leverage automation effectively and 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 escalates 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 neighbor's voice by incorporating customer feedback and support insights into the product development lifecycle.Qualifications3+ years of program and project 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 the ability to identify risks and clear blockers.Experience using AI for process innovation and organizational transformation.Experience with data-driven decision making and metrics tracking.Excellent written and verbal communication skills, with the ability to present to senior leaders.Bachelor's degree or equivalent practical experience.Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL is a plus.About 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.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.Base salary range: $74,****** – $129,****** annually.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, 401(k) matching, paid time off, and parental leave.#J-*****-Ljbffr