Program Manager - Community Support

Amazon.com - Santa Monica, CA3.6

Full-time
Job Description
We are looking for a team member to join our team in support of our Community Support team. As a Program Manager within the Ring/Amazon Devices organization, you will be responsible for identifying, scoping, and delivering a large end to end project comprised of Ring’s Home Security products, cloud-services, mobile applications & web portals. You will engage with an experienced cross-disciplinary staff to conceive of and design innovative consumer products. You will be comfortable working across time zones and through ambiguity. You thrive through building consensus and driving teams towards results. You will anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints. An ability to take large, complex projects and break them down into manageable pieces, develop functional specifications, then deliver them in a successful and timely manner is expected. Maturity, high judgment, negotiation skills, ability to influence, analytical talent and leadership are essential to success in this role.

The right candidate will possess proven program management skills, demonstrate experience leading medium to large products and projects. You are expected to be versatile and able to thrive in a dynamic, entrepreneurial environment. You are not hindered by managing competing priorities and are able to bring order to ambiguous scenarios. Maturity, high judgment, negotiation skills, ability to influence and leadership are essential to success in this role. You will be data-driven and analytical. You can clearly & effectively communicate (written as well as verbally) across the org and up to senior leadership.
You are curious, creative, goal-oriented and excited to serve in support of other internal team members.

Here’s What You’ll be Doing:
Support Community Support projects and initiatives that improve the quality of our help, decrease costs, and drive customer satisfaction
Work with remote and multi-site teams to deliver supporting software and services in sync with launch timelines
Communicate regularly with senior management on status, risks, and change control
Create and maintain program information (risks, issues, resources, schedules, tasks, budgets)
Identify business and technical impacts of user requirements
Be expected to dive deep into the technical details of the program
Stand with & defend your convictions as well as accept others’ point of views when needed
Must be able & willing to travel occasionally
Conduct post-deployment analysis to measure its success, and present learnings to internal teams to help inform future business decisions
Collaborate cross-functionally with the Community Support team, engineering, QA, Product, Marketing, and other teams to coordinate and manage all ongoing and upcoming initiatives
Must be willing and able to travel occasionally

Basic Qualifications
3+ years of relevant work experience in consulting/program/project management in a quantitative environment
Experience with rigorous Consulting and Software Development Life Cycle processes
Experience with analytical tools
Experience defining projects, collecting requirements, coordinating efforts to scope, schedule and deploy new analytics/dashboards
Experience prioritizing and analyzing cost/benefit of various analytics requests
Experience with Atlassian SCM Suite (Confluence/JIRA) or other CRM/ticketing systems
Preferred Qualifications
Excellent written and verbal communication skills engaging technical and non-technical stakeholders
Strong problem solving and negotiation skills to earn trust and influence partners and teams
Bachelor’s degree or higher or advanced technical degree
Creative leader with superior analytical abilities
Prior history in management consulting, productization, and deployment of technology products
Prior experience as a software developer

About Ring

Ring's mission is to reduce crime in neighborhoods and empower consumers by creating a Ring of Security around homes and communities with its suite of smart home security products: Ring Video Doorbell, Ring Video Doorbell Pro, Ring Stick Up Cam and the new Ring Floodlight Cam. With these security devices, Ring has created the neighborhood watch for the digital age and continues to keep homes around the world safe. Ring is an Amazon company. For more information, visit www.ring.com . With Ring, you're always home.

Ring is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation