Program Manager, Ring Monitoring and Deterrence

Program Manager, Ring Monitoring and Deterrence

Ring is redefining what it means to feel safe  Ring Monitoring Operations team sits at the center of that mission—owning the operational health, vendor performance, and customer experience across Ring’s 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 to scale the workload of three people into one.

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. The role blends data analysis, vendor management, and cross‑functional collaboration to ensure service quality and customer satisfaction.

• 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 actions.
• Manage vendor relationships including processing purchase orders/invoices, tracking SLAs, and holding vendors technically accountable using data.
• Execute customer engagement initiatives such as cross‑sell/upsell strategies, feature adoption campaigns, and customer success stories.
• Support new product launches (e.g., guard response in the US and UK) to ensure 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.
• Investigate and resolve customer escalations related to professional monitoring and VSG service lapses.
• 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).

• 3+ years of program or project management experience.
• 3+ years of defining and implementing process improvement initiatives using data and metrics.
• Advanced level knowledge of Excel (Pivot Tables, VLookUps) 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 in stakeholder management, coordinating 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.

USA, CA, Hawthorne – 74,200.00 –  USD annually