Amazon · 1 day ago
Program Manager II , Customer Support New Product Introduction Program Management Office
Hawthorne, CA
Full-time
Onsite
Mid Level
$67K/yr - $143K/yr
3+ years expAmazon is a leading company focused on creating innovative security products and services through its Ring and Blink teams. The Program Manager II role involves managing customer support readiness for new product launches, ensuring seamless integration across various teams and driving process improvements to enhance customer experiences.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
Responsibilities
Own and manage customer support readiness programs for new Ring and Blink product launches, ensuring all support touch points are prepared for day-one customer interactions
Drive cross-functional collaboration between Product Management, Go-to-Market teams, CS Operations, and external partners to align on launch timelines and support requirements
Define program requirements and success metrics for support readiness, translating product features into actionable support enablement plans
Integrate AI-powered support tools into launch readiness plans, ensuring teams are prepared to leverage automation effectively and can validate AI solutions prior to product launches
Accelerate progress by identifying risks early, asking the right questions, and driving timely decisions across stakeholder groups
Clear blockers and escalate appropriately when dependencies threaten launch timelines or support quality
Manage trade-offs between time, quality, and resources to ensure optimal support readiness within launch constraints
Facilitate effective meetings with the right stakeholders, ensuring clear communication and decision-making
Develop and maintain standardized processes for NPI support readiness across the organization
Amplify the neighbor's voice by incorporating customer feedback and support insights into the product development lifecycle
Qualification
Required
3+ years of program management experience in customer support, product launches, or related fields
Proven experience managing cross-functional projects involving multiple teams and stakeholders
Demonstrated ability to define program requirements and drive teams to meet goals
Strong problem-solving skills with ability to identify risks and clear blockers
Demonstrated success in using AI for process innovation and organizational transformation
Experience with data-driven decision making and metrics tracking
Excellent written and verbal communication skills, with ability to present to senior leaders
Bachelor's degree or equivalent practical experience
3+ years of program or project management experience
3+ years of defining and implementing process improvement initiatives using data and metrics experience
Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
Experience using data and metrics to determine and drive improvements
Experience working cross functionally with tech and non-tech teams
Experience working in a contact center environment
Background in consumer electronics, smart home technology, or subscription services
Preferred
3+ years of driving end to end delivery, and communicating results to senior leadership experience
3+ years of driving process improvements experience
Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
Experience building processes, project management, and schedules
Benefits
Equity
Sign-on payments
Full range of medical, financial, and/or other benefits
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10001+ employees
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Werner Vogels
VP & CTO
Recent News
The Motley Fool
2026-01-09
2026-01-08
Company data provided by crunchbase