Program Manager, Customer Support Product Introduction Program Management Office

Program Manager, Customer Support New Product Introduction Program Management Office

Job  |  Services LLC

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'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 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
• Bachelor's degree or equivalent practical experience

• 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 neighbor's voice by incorporating customer feedback and support insights into the product development lifecycle

• Every day brings new challenges and opportunities as you navigate diverse stakeholder needs and unique solutions
• Navigate a dynamic landscape where you'll engage with cross-functional teams one moment and leverage AI innovations the next
• You'll shift seamlessly between strategic stakeholder alignment, tactical execution with AI tools, and continuous process improvement—keeping every day fresh and impactful

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.

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Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite…