Program Manager, Ring Customer Support Security

Job description

Description
Ring seeks a Program Manager to strengthen our Customer Support Security (CSSec) team.

In this role, you'll develop and scale security programs that protect customer information while maintaining exceptional service standards for millions of Ring users worldwide.

Our Ring Customer Support team serves as the primary point of contact for Ring customers.

You’ll interface with a diverse team of customer service agents, software, hardware, and network engineers, sales teams, security and privacy experts, operations managers, legal teams, and other vital roles.

You’ll collaborate with people across Ring, Amazon, and other subsidiaries to help us deliver the highest standards for safety and security while providing world-class customer service for our customers.

And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

Key job responsibilities
This role will specifically focus on maintaining and implementing security related programs within the Ring Community Support (CS) organization.

Responsibilities:
- Build and implement scalable security programs across Customer Support operations
- Audit active operations, to a standard you help develop
- Identify trends or obstacles and improvements to processes or controls
- Make recommendations to team managers for input into program and product roadmap discussions
- May participate in the development and delivery of continuous improvement training
- Lead security-focused initiatives and emergency response protocols
- Perform additional tasks that may be assigned such as creation of new standard operating procedures or managing Medium-to-Large programs
- Assist senior program managers large Security Initiatives

A day in the life
As a Program Manager, in Ring Customer Service Security, you will own medium to large projects that raise the security bar within the customer support organization.

You will support and build mechanisms to track and report potential security and privacy related incidents.

You will be one of our incident response coordinators, the primary point of contact for those incidents, triage them, and engage the appropriate teams to ensure quick resolution.

You will work with senior Program managers to support their projects as well by helping with documentation, policy writing, and contributions to the team wiki.

About the team
Ring Customer Support Security team champions security, privacy, and compliance initiatives in partnership with Ring, Blink, Key, and Sidewalk (RBKS) Security and Privacy teams.

While RBKS Security, Trust Privacy and Accessibility teams oversee all areas of RBKS subsidiaries, our team focuses on application and enforcement within the Ring Customer Support organization.

We are customer obsessed and safeguard Ring customer's trust.
Basic Qualifications
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
Preferred Qualifications
- 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
- Experience in complex problem solving, and working in a tight schedule environment

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies.

Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position.

These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation.

Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

Our compensation reflects the cost of labor across several US geographic markets.

The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market.

Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

Amazon is a total compensation company.

Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits .

This position will remain posted until filled.

Applicants should apply via our internal or external career site.

Required Skill Profession

Other General