The Customer Support New Product Introduction Program Management Office (CS NPI PMO) bridges innovation and implementation across Ring and Blink product lines. We orchestrate the integration of new programs, products, policies, and features into our customer support ecosystem, partnering closely with Product Management, Go-to-Market teams, and CS Operations to transform launches into frictionless customer experiences.
Key job responsibilities
• Own and manage customer support readiness projects for new Ring and Blink launches, ensuring all support touchpoints are prepared for day-one customer interactions
• Drive cross-functional collaboration across Product Management, Go-to-Market teams, and CS Operations to align on launch timelines and support requirements
• Leverage AI tools to accelerate NPI readiness workflows, including automated project intake, status reporting, risk identification, and stakeholder communication
• Use generative AI to draft, refine, and standardize NPI deliverables such as launch readiness assessments, support enablement plans, knowledge articles, and cross-functional communications
• Apply AI-driven analysis to identify patterns and risks across your project portfolio, proactively surfacing dependencies, timeline conflicts, and resource constraints
• Automate repetitive PM tasks (meeting notes, action item tracking, status roll-ups, stakeholder updates) using AI tools to increase capacity
• Identify risks early, ask the right questions, and drive timely decisions across stakeholder groups
• Clear blockers and escalate appropriately when dependencies threaten launch timelines or support quality
• Facilitate effective meetings with the right stakeholders, driving both detailed discussions and high-level alignment
• Incorporate customer feedback and support insights to inform launch readiness decisions
BASIC QUALIFICATIONS
- Bachelor's degree, or PMP certificate
- 3+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Experience handling ambiguous or undefined challenges through strong problem solving abilities
PREFERRED QUALIFICATIONS
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience within a customer service/contact center environment
- 3+ years of consumer electronics experience
- Experience in launching new products
- Familiarity with AI-powered project management, knowledge management, or communication tools (e.g., Amazon Quick, AI-assisted Confluence/JIRA workflows, automated summarization)
- Demonstrated experience using AI and generative AI tools to improve program management efficiency (e.g., automated reporting, content generation, data synthesis, workflow automation)
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, CA, Hawthorne - 74,200.00 - 129,800.00 USD annually