CASY-MSCCN Jobs

Description

Ring CS Technology Enablement team is looking for a highly motivated Product Manager - Tech to drive and execute on a Amazon Connect roadmap to improve Ring CS operational efficiency and excellency as well as accelerating Ring’s adoption of the latest AI developments and new Amazon Connect/AWS features.

The ideal candidate would be naturally inquisitive and have great analytical and problem solving skills and will hit the ground running in our fast-paced environment, creating a consistently positive customer experience for our neighbors and proactive in removing roadblocks. You dive deep to understand user pain points, take a data-drive approach to quantifying problems, determine the right trade-offs and are not afraid with getting your hands dirty with pulling data or building proof-of-concepts to deliver value. You are never satisfied with the status quo and think long-term but are also hands-on and can do what it takes to bring new features across the finishing line by driving alignment and earning trust across teams.

Key job responsibilities

• Help define and drive Amazon Connect roadmap based on insights from data and business stakeholders

• Manage the end-to-end delivery of new features by working cross-functionally with Operations, Engineering, Security, Legal and other key business units

• Define clear and detailed business requirements, user stories and success metrics

• Manage and optimize the feature intake process; define and communicate prioritization frameworks and make data-driven prioritization decisions

• Work with the development team on architectural designs and building proof-of-concepts to validate new ideas and features

• Stay up-to-date with the latest developments in the contact center AI technologies and drive innovative technical solutions to deliver value to the Ring CS business

• Hands on with Connect working business requests and continued optimization of the system for streamlined business operations

• End to End documentation of existing environment features, newly incorporated additions and updates

About the team

The RCTE team owns and manages the customer support technology stack to provide and empower Ring’s customer support associates to provide service to our Neighbors (customers). Our vision is to be customer inspired and technology-enabled to propel customer service towards new horizons, transforming it into a scalable and secure enterprise-grade infrastructure within the next year. Today, we focus the business on reactive customer service. In the coming year, we will enhance products and technologies with groundbreaking innovations that will leave our customers thrilled and excited. We are committed to delivering neighbor and associate experiences that are unparalleled, simplifying and streamlining business processes with intuitive interfaces through the use of Out Of The Box or low-code solutions. We focus on providing a seamless and effortless experience that revolutionizes customer service and boosts productivity.

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

Virtual Location - AZ | Virtual Location - FL | Virtual Location - GA | Virtual Location - NC | Virtual Location - SC | Virtual Location - TX

Basic Qualifications

• Bachelor’s Degree or equivalent experience

• 3+ years of experience leading cross-functional teams to deliver customer-facing technical products and services

• 2+ years of experience with Contact Center products/programs (CRM, CMS, Knowledge Management, Telephony, WFM, Automation, Personalization, Security, etc)

• Strong analytical skills; you’re comfortable writing SQL queries or python scripts to pull data to quantify business impact and prioritize solutions

• Strong technical background and experience with the different AWS services including Amazon Connect, S3, SQS, Kinesis, CloudFormation, etc.

• Excellent verbal and written communication skills; you’re excellent at driving influence without authority across teams using data, narratives and other documentation

Preferred Qualifications

• Knowledge of agile product development and life-cycle management process

• Experience in any of the following fields: Technical Product/Program Management, Data Analysis, Data Science, Business Analytics, Data Engineering, Software Engineering

• Detail-oriented with a demonstrated ability to self-motivate and follow-through on projects

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.