Sr. TPM, AI, Ring, Blink, Key and Sidewalk

Description

At Ring and Blink CS, we're revolutionizing the smart home security experience through AI/ML solutions that anticipate customer needs. We're seeking a thought leader Technical Program Manager to drive the development and adoption of next-generation customer support technologies that will redefine industry standards.

Key job responsibilities
In this role, you will have the opportunity to drive the implementation and adoption of AI/ML technologies, shaping the future of customer support experiences.

Key job responsibilities You possess an established program management track record, experience leading mission-critical technical initiatives, and a well-rounded background in automation, AI/ML technologies. You thrive in an entrepreneurial environment and excel at navigating ambiguity and competing priorities. This means you are not only able to develop and drive high-level strategic initiatives but can also roll up your sleeves and lead execution. You will be responsible for leading and coordinating the execution of AI/ML initiatives within RBKS Customer Support. You will collaborate with multiple technical and non-technical teams to ensure successful delivery of solutions and applications. Your leadership will be instrumental in building cohesive user experiences across the tools used to deliver world-class customer support.

A day in the life
• Explore emerging AI/ML technologies and trends, identifying opportunities to further optimize and automate customer support processes.

• Collaborate with technical teams to evaluate and select the appropriate technologies and frameworks for developing intelligent self-service tools and automation solutions.

• Engage with stakeholders from Customer Service, Product, and Leadership to gather requirements, define success metrics, and ensure solutions align with customer needs and business objectives.

• Conduct design reviews and provide technical guidance to ensure solutions meet security, scalability, and performance standards.

• Monitor project progress, identify risks and issues, and drive mitigating actions to keep initiatives on track for successful delivery.

• Represent the voice of the customer by advocating for user-centric design principles and seamless integration of AI/ML capabilities into customer support workflows.

• Analyze adoption metrics, gather user feedback, and work with teams to iterate and enhance solutions based on insights gained from real-world usage.


About the team
RBKS Customer Support is dedicated to transforming the customer experience through the strategic application of technology and innovation. We are a team of passionate problem-solvers who thrive on creating innovative solutions that redefine the industry standard for customer support. Our mission is to empower both our Customer Service (CS) associates and external customers with seamless, personalized experiences that anticipate their needs and provide proactive, consultative support. We leverage the latest advancements in AI, ML, and automation to develop intelligent self-service tools and seamlessly integrate human support. Our commitment to customer privacy, security, and product expertise is at the core of everything we do, ensuring that we deliver exceptional experiences that build trust and loyalty with our customers.

Basic Qualifications

- 7+ years of technical product or program management experience
- 5+ years of working directly with engineering teams experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
- 5+ years of experience in a technical role focused on automation, AI, and/or ML

Preferred Qualifications

- Strong leadership, communication, stakeholder management abilities, and ability to thrive in ambiguous environments to drive complex technical programs/projects

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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.

Pursuant to the San Francisco 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $133,900/year in our lowest geographic market up to $231,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.