Description

Ring Customer Service (CS) Europe is seeking an experienced Program Manager (II) to join the EU-CS Voice of the Customer (VoC) team.

The successful candidate will collaborate with global and European cross-functional business teams, and CS operations to identify opportunities to improve the neighbour and associate experience. The PM will have a strong delivery record and proven project management experience to own strategic, tactical, cross-functional and technology projects and programs.

The role require scoping and creating project plans, developing processes, coordinating and driving execution, and communicating to senior management on status, risks and process/product changes. Cross-team coordination, project management and executive presentation skills are essential.

The PM (II) will be responsible for the management of a team of 7+ PM (I)’s with various language skills who will identify opportunities and initiatives through listening to calls, reviewing customer emails/chats/publicly posted reviews and liaising with the in-country teams to identify their specific challenges. You’ll support the team to make data driven decisions and prioritise areas to improve the customer and associate experience. You’ll be responsible for ensuring all opportunities identified are documented, prioritized and owners established. You will be the conduit between the business and CS and you’ll oversee program’s that are already running and find new ways to improve them

Key job responsibilities

• Performance management of a team of program managers

• Design and reporting of goals, metrics and opportunities in collaboration with the business and the team.

• Prioritisation of the team activities using data driven decisions to identify opportunities to improve/remove pain points for internal and external customers

• Ensure metrics/dashboards show the outcomes of change

• Work with a variety of other Ring/Amazon departments to identify and leverage best practices

• Align actions with the goals of the European and global Leadership Teams(LT)

• Ensure the team are included & aware of all Country product launches

• Be the conduit between CS and the European business teams and its partners

• Serve as an advocate for customers when something doesn’t feel right

• Learn and understand Rings products, services and features

• Communicate trends and opportunities to leadership

• Work autonomously in an ambiguous environment

A day in the life

As a Program Manager, you'll be responsible for prioritizing, planning, implementing, and monitoring improvement initiatives that ensure a smooth customer and associate experience. 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’ll encourage and support your teams and colleagues to meet important deliverables, while proactively looking for new, data-backed ways we could do things better. Your work will be integral to your team’s success.

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. We're an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers’ happiness. Our goal is to reduce customer effort every way we can, helping them get the best results quickly and efficiently. We support our self-service channels to offer expert insights into our customers’ most complex issues.

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.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - IRL

Basic Qualifications

• Program management qualification such as PRINCE2, PMI or similar.

• Relevant experience leading cross-functional programs or projects using project-management methodologies

• Experience in a customer facing role working with customers

• Experience in requirement gathering and ability to write clear and detailed requirement document

• Excellent oral and written communication skills

• Problem-solving skills with proficiency in learning new technologies

• Relevant experience in using data or anecdotal evidence to influence business decisions

• Relevant experience leading complex projects with a wide range of stakeholders, including your peers and leadership

• Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment

Preferred Qualifications

• Bachelor's degree in business, engineering or related technical or quantitative field

• Understanding of continuous improvement methodologies such as Six Sigma or Lean

• Experience working in an operational environment or with technical teams

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 an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).