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Program Manager, Customer Experience and Insights Team
Full-time
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, identifying defects and patterns impossible to detect manually. Pioneer new AI applications within CEIT and contribute to team AI strategy development. Train cross-functional partners on AI adoption and champion AI-forward problem-solving. Stay current on emerging AI/ML technologies to enhance operational efficiency and customer experience
Program Management & Execution: Manage small-to-medium programs and complex cross-team projects with limited oversight. Analyze operational data to identify trends, root causes, and improvement opportunities. Drive continuous improvement by identifying inefficiencies, defects, and customer pain points. Define program requirements, mobilize teams, and drive goal achievement. Design scalable SOPs, intake workflows, and program frameworks. Optimize cross-team processes to improve efficiency and delivery timelines. Implement change management strategies and measure performance using KPIs. Balance time, quality, and resource trade-offs while identifying risks and escalating appropriately. Mentor junior team members and build team AI capability through hands-on training.
Stakeholder Engagement & Communication: Partner with cross-functional teams (Product, Engineering, Finance, Operations) to align priorities. Prepare executive-level analytics and reporting weekly and monthly for VP and C-suite stakeholders. Lead stakeholders through process transitions with training and documentation. Communicate program status, risks, and decisions to leaders up to three tiers above level. Facilitate meetings, working sessions, and decision-making forums. Build cross-functional partnerships to amplify program impact. Track, analyze, and optimize performance against established goals.
Basic Qualifications
3\+ years of program or project management experience
Experience working cross functionally with tech and non-tech teams
Experience using data and metrics to determine and drive improvements
Hands-on experience applying AI tools (e.g., generative AI, machine learning platforms, automation software) to operational workflows, reporting, or decision-making processes with measurable efficiency gains
Demonstrated ability to analyze operational and business performance data (e.g., KPIs, SLAs, cost metrics) to identify trends, surface root causes, and develop actionable recommendations
Proven experience designing, documenting, and implementing AI-enabled SOPs, intelligent intake workflows, and automated operational frameworks that improve efficiency and reduce friction
Track record of partnering with cross-functional teams (Finance, Product, Engineering, Operations) to align on priorities and drive program outcomes without direct authority
Experience leading teams and stakeholders through process transitions, including training development, documentation, and adoption tracking
Strong written and verbal communication skills with demonstrated ability to present program status, risks, and recommendations to senior leadership (3\+ tiers above level)
Proficiency with AI-enhanced project management tools such as JIRA, Confluence, Asana, or equivalent platforms for tracking milestones, dependencies, and deliverables
Preferred Qualifications
Experience contributing to or piloting AI-assisted workflows, automation initiatives, or emerging technology adoption within an operations context
Background in business operations, customer support operations, or contact center environments with measurable impact on efficiency or cost reduction
Metrics & AI-Powered Experience defining and tracking operational KPIs using AI-generated dashboards, machine learning insights, and adjusting programs based on predictive analytics
Familiarity with consumer electronics, smart home technology, subscription services, or similar high-volume customer-facing businesses leveraging AI for customer experience improvement
Exposure to Lean, Six Sigma, or similar continuous improvement methodologies combined with AI/automation applications in business operations
Demonstrated ability to influence senior stakeholders and drive alignment across technical and non-technical audiences in ambiguous, fast-paced environments
Ability to assess resource trade-offs, identify cost-saving opportunities, and communicate financial impact of operational decisions to leadership
Experience managing program goals with AI-powered tracking and delivering weekly/monthly reporting to VP/CEO level stakeholders
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 repu
