Customer Excellence PdM-Device, Ring & Blink Devices

About the role

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.

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

Pay

USA, CA, Hawthorne - 151,200.00 - 204,600.00 USD annually. 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.

Benefits

Amazon 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.

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