DESCRIPTION

Want to shape the future of customer service in one of Europe’s fastest-growing smart home security companies? Ring Customer Service is seeking an experienced Program Manager to join the Operations team in Europe.
The successful candidate will collaborate with global and European cross-functional business teams and CS operations to identify opportunities to improve the customer experience.
As a Program Manager, you’ll be responsible for ensuring all opportunities identified are documented, prioritised and owners established. This is your opportunity to have a big impact on some of the most exciting new ideas that are shaping the future of Ring.
If you’re someone who gets excited about solving complex problems, loves working with diverse teams, and has a passion for creating exceptional customer experiences, we want to talk to you.

Key job responsibilities

• Learn and understand Rings products, services and features.
• Identify, collect, analyse, and report on processes and programs internal to CS.
• Audit standard operating procedures
• Identify trends or obstacles and improvements to processes or controls.
• Make recommendations to managers for input into program and product roadmap discussions.
• Perform additional tasks that may be assigned such as creation of procedures or managing small-to-medium programs.
• Assist senior program managers large projects
• Work with a variety of other Ring and Amazon departments to identify and leverage best practices

A day in the life
As a program manager, you will own small to medium projects that raise the bar within the customer service organisation.
You’ll work closely with a range of Ring/Amazon colleagues to understand how they work, and what you and your teams can learn, as well as sharing your own expertise. Together, you’ll identify exciting new opportunities and will take the lead when it comes to recommending change.
You will work with senior Program managers to support their projects as well by helping with documentation and upkeep of the team Wiki.
About the team
Our mission is to be Earth’s most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service team.
Within Customer Service, there are opportunities in process improvement, customer experience, data analysis and customer retention. The CS team is always looking for ways to make Ring’s customer service even better, and we need excellent people to make that happen

BASIC QUALIFICATIONS

• Experience in program or project management
• Bachelor’s degree or equivalent
• Experience in a highly analytical, results-oriented environment with cross functional interactions
• Experience in requirement gathering and ability to write clear and detailed requirement document
• Problem-solving skills with proficiency in learning new technologies

PREFERRED QUALIFICATIONS

• Knowledge of Lean principles and DMAIC methodology
• Experience in MS Access and SQL
  Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
  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

• Learn and understand Rings products, services and features.
• Identify, collect, analyse, and report on processes and programs internal to CS.
• Audit standard operating procedures
• Identify trends or obstacles and improvements to processes or controls.
• Make recommendations to managers for input into program and product roadmap discussions.
• Perform additional tasks that may be assigned such as creation of procedures or managing small-to-medium programs.
• Assist senior program managers large projects
• Work with a variety of other Ring and Amazon departments to identify and leverage best practice