Program Manager, Ring Blink Customer Support New Product Introduction PMO - Hawthorne | Amazon Job

Job Description

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, Cameras, 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 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 customer experiences.

Key job responsibilities
• Own and manage customer support readiness projects for new Ring and Blink launches, ensuring all support touchpoints are prepared for day-one customer interactions
• Drive cross-functional collaboration across Product Management, Go-to-Market teams, and CS Operations to align on launch timelines and support requirements
• Leverage AI tools to accelerate NPI readiness workflows, including automated project intake, status reporting, risk identification, and stakeholder communication
• Use generative AI to draft, refine, and standardize NPI deliverables such as launch readiness assessments, support enablement plans, knowledge articles, and cross-functional communications
• Apply AI-driven analysis to identify patterns and risks across your project portfolio, proactively surfacing dependencies, timeline conflicts, and resource constraints
• Automate repetitive PM tasks (meeting notes, action item tracking, status roll-ups, stakeholder updates) using AI tools to increase capacity
• Identify risks early, ask the right questions, and drive timely decisions across stakeholder groups
• Clear blockers and escalate appropriately when dependencies threaten launch timelines or support quality
• Facilitate effective meetings with the right stakeholders, driving both detailed discussions and high-level alignment
• Incorporate customer feedback and support insights to inform launch readiness decisions

Basic Qualifications:

- Bachelor's degree, or PMP certificate
- 3+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Experience handling ambiguous or undefined challenges through strong problem solving abilities

Preferred Qualifications:

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience within a customer service/contact center environment
- 3+ years of consumer electronics experience
- Experience in launching new products
- Familiarity with AI-powered project management, knowledge management, or communication tools (e.g., Amazon Quick, AI-assisted Confluence/JIRA workflows, automated summarization)
- Demonstrated experience using AI and generative AI tools to improve program management efficiency (e.g., automated reporting, content generation, data synthesis, workflow automation)

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 Company’s 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t 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 https://amazon.jobs/en/benefits.

USA, CA, Hawthorne - 74,200.00 - 129,800.00 USD annually