Customer Excellence PdM-Device, Ring & Blink Devices

DESCRIPTION:

Ring and Blink-leaders in smart home security-are seeking a customer-obsessed, data-driven Customer Excellence Product Manager to own end-to-end post-launch performance and customer review coordination across our product portfolio. You will be the single-threaded owner ensuring every product meet customers' expectations, driving systematic monitoring, proactive issue identification, and cross-functional coordination.

This is a high-visibility role with direct impact on product success and customer satisfaction. You will shape how Ring and Blink listen to and act on customer feedback, influencing products used by millions of customers worldwide. You will have a seat at the table during product launches, working directly with Product, Engineering, Marketing, and Leadership to ensure every launch meets our customer promise. If you are passionate about customers, love diving into data, and want to make a tangible impact on product and GTM strategy, we want to hear from you.


Key job responsibilities
- Own and evolve the launch planning activities, checkpoints, escalation paths, and success criteria for every launch
- Own post-launch product health metrics including customer reviews, ratings, return rates, and sentiment analysis across Ring and Blink product lines globally and be a single-threaded owner for post-launch coordination, facilitating Daily Launch Room meetings from launch through product stabilization
- Build, maintain, and evolve automated dashboards (Tableau, QuickSuite, Heartbeat) and reporting mechanisms to track product performance and customer feedback trends
- Leverage AI and automation tools to analyze review sentiment at scale, identify emerging themes, and surface actionable insights faster
- Build scalable mechanisms using AI, to analyze customer feedback, plan mitigations, and create workflows with internal teams across all regions
- Conduct root cause analysis on customer pain points; identify cross-product patterns and escalate systemic issues to Product and Engineering
- Coordinate launch asset planning, content updates, and messaging changes with PSLM, Marketing, and Legal teams to ensure customer-facing accuracy
- Partner with Marketing to ensure product claims align with actual capabilities; advocate for hands-on product testing before finalizing GTM materials
- Define launch readiness criteria and lead launch retrospectives to capture lessons learned and drive continuous improvement

About the team
The Ring and Blink teams are on a mission to make neighborhoods safer. We build innovative, affordable smart home security products that give customers peace of mind. Our team moves fast, thinks big, and is deeply committed to customer obsession. You will join a collaborative team that values ownership, invention, and delivering results. This role reports into Product Operations and partners daily with Product, Engineering, Marketing, Customer Service, Ecommerce, and Leadership.

BASIC QUALIFICATIONS:

- Bachelor's degree or equivalent
- Experience owning technology products
- Experience with data analysis tools such as Excel, Pivot Tables, macros, SQL, visualization tools - Tableau, Quicksight, etc.
- Experience solving complex problems quantitatively and develop actionable data-driven business recommendations
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- 5+ years of experience in product management, product marketing (PMM), GTM, program management, or customer insights roles

PREFERRED QUALIFICATIONS:

- Experience developing cross-functional relationships with product, consumer research and marketing teams to develop strategy and consumer insights that drive compelling creative executions
- Experience with customer segmentation, profiling, and targeting
- Experience in working as or working with go-to-market and product marketing managers for consumer hardware product launches
- Experience in consumer electronics or technology sector

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.

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 - 151,200.00 - 204,600.00 USD annually