Amazon.com Services LLC
Project/Program/Product Management--Non-Tech, Program Management, alexa and amazon devices
ProgramManager,CustomerExperienceandInsightsTeam
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“Program Manager, Customer Experience and Insights Team at Amazon.com Services LLC. Skills: AI-powered insights, Cross-functional execution, Customer experience transformation. Leverage generative AI tools daily. Develop AI-assisted workflows”
What You'll Achieve.
Reduce friction; Elevate customer experience; Improve efficiency; Reduce delivery timelines
Industry & Context.
Root cause analysis; Data-driven decision making
What They're Looking For.
Must Have
3+ years program/project management, Cross-functional tech/non-tech teams, Use data/metrics for improvements, Apply AI tools to workflows, Analyze operational/business data, Design/implement AI-enabled SOPs, Partner with cross-functional teams, Lead process transitions, Written/verbal communication skills, Present program status to leadership
Nice to Have
Pilot AI-assisted workflows, Business operations background, Define/track operational KPIs, Familiarity with consumer electronics, Lean/Six Sigma experience, Influence senior stakeholders, Assess resource trade-offs, Manage program goals with AI tracking
What You'll Do.
Leverage generative AI tools daily
Develop AI-assisted workflows
Apply machine learning to analyze data
Pioneer new AI applications
Train partners on AI adoption
Manage programs/projects
Analyze operational data
Drive continuous improvement
Define program requirements
Drive goal achievement
Design intake workflows
Design program frameworks
Optimize cross-team processes
Implement change management
Measure performance using KPIs
Escalate appropriately
Mentor junior team members
Build team AI capability
Partner with cross-functional teams
Prepare executive-level analytics
Prepare executive-level reporting
Lead stakeholders through process transitions
Communicate program status
Communicate program risks
Communicate program decisions
Facilitate working sessions
Facilitate decision-making forums
Build cross-functional partnerships
Track performance against goals
Analyze performance against goals
Optimize performance against goals
How You'll Work.
Team & Collaboration
Cross-functional teams; Product teams; Engineering teams; Finance teams; Operations teams
Communication Scope
Executive presentations; Reporting
Process & Methodology
Program management, Project management, Change management
Full Job Description
The Ring and Blink teams are making neighborhoods safer with innovative security products and services — from the Doorbells and Cameras to endless features accessed in the App’s. The Ring and Blink Customer Support teams help bring this mission to life every day by supporting our neighbors at every point in their journey with us. The Customer Experience & Insights Team (CEIT) is pioneering AI-driven customer experience transformation. We leverage artificial intelligence, machine learning, and automation to identify and resolve root causes of customer contacts at scale — from purchase and first product setup, to subscribing to a Protect Plan, and everything in between. By combining AI-powered insights with strategic execution, CEIT drives meaningful improvements that reduce friction and elevate the overall customer experience. As a Program Manager on CEIT, you will be an AI-forward practitioner who sits at the intersection of artificial intelligence, customer insights, and cross-functional execution. This role is responsible for designing and driving resolution of customer contact drivers and pain points through AI-powered data intelligence, machine learning-assisted workflows, scalable automation frameworks, and strategic stakeholder management. You will leverage generative AI tools daily to accelerate decision-making, surface hidden patterns in customer data, and build intelligent workflows that scale across the organization. Your tactical execution and AI-enabled cross-functional collaboration will directly impact Ring and Blink's ability to deliver an exceptional customer experience — at scale. Key job responsibilities AI Strategy & Innovation: Leverage generative AI tools (Amazon Quick Suite, Bedrock, PartyRock) daily to identify root causes, surface insights, and accelerate decision-making. Develop AI-assisted workflows and intelligent automation that scale organization-wide as best practices. Apply machine learning to analyze customer contact data at scale, id
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