Product Manager - Technical, AI Voice, Ring & Blink Customer Service Technology
About the role
We are seeking a Product Manager - Technical to own Ring and Blink's AI Voice products end-to-end, from strategic vision through production operations. This role leads the product direction for Ring's and Blink's AI voice agents, which collectively handle hundreds of thousands of customer calls per month across US and international markets.
Key job responsibilities
Own the Complete Product Lifecycle: Define strategic vision and multi-quarter roadmaps for voice AI products. Drive cross-functional execution across engineering, operations, data science, and vendor partners. Maintain accountability for containment, resolution, CSAT, and cost-per-contact outcomes.
Drive Weekly Product Improvement Cycles: Review production performance data at the intent, market, and interval level. Identify failure modes, conduct root cause analysis, and translate findings into prioritized product improvements.
Navigate Technical Complexity: Make informed tradeoffs across LLM architectures (Bedrock, third-party), prompt strategies, intent classification approaches, and dialog management designs. Distinguish between one-way and two-way door decisions in a rapidly evolving AI landscape.
Manage Vendor and Platform Partnerships: Own the technical and commercial relationship with external vendors. Partner with Amazon Connect, Salesforce, and internal Bedrock teams to deliver integrated capabilities.
Lead International Expansion: Define market-specific requirements for new geographies including telephony, compliance, language, and localization. Coordinate phased rollouts with operations and QA.
Build Consensus Across Functions: Partner with Operations, Workforce Management, Quality Assurance, Training, and Engineering to align on rollout readiness, staffing impact, and escalation paths.
About the team
The CS Technology Enablement team sits within Ring & Blink Customer Service (Devices & Services). We are a team of product managers, technical program managers, solutions architects, and engineering. We own the AI, platform, and tooling products that Ring and Blink's customer service organization runs on.
Basic Qualifications
5+ years of product or program management, product marketing, business development or technology experience
Bachelor's degree
Experience with feature delivery and tradeoffs of a product
Experience owning/driving roadmap strategy and definition
Experience with end to end product delivery
Experience contributing to engineering discussions around technology decisions and strategy related to a product
Experience managing technical products or online services
Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
Preferred Qualifications
1+ years of contact center experience, or experience with AWS services or other cloud offerings
Experience leading the architecture and design (architecture, design patterns, reliability and scaling) of new and current systems, or experience in developing and deploying LLMs in production on GPUs, Neuron, TPU or other AI acceleration hardware
Experience working directly with engineering teams on a product for a technical audience, such as developers, DevOps, IT professionals, engineers or scientists
2+ years of work in the customer service/contact center industry experience, or experience in the customer service/contact center industry
Experience in identifying a customer need, building a product to meet that need, and launching that product
Master's degree, or a PhD or equivalent research experience and experience in building speech recognition, machine translation and natural language processing systems (e.g., commercial speech products or government speech projects)
Experience working with engineering and product teams to define a product and bring it to market