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Sr Manager, Program Management – Performance Center

Ring, Santa Monica, CA

Your Ring of Security Starts at the Front Door


Ring is looking for an experienced Operations Program Manager that will build and lead a world class team to support Ring’s expanding line of home security products. The RC2 will be provide a direct link between CS operations and Ring’s product and engineering teams, including Ring Video Doorbells and Cameras, Ring Alarm, Ring Beams, Ring Neighbors, and the Ring mobile and web applications groups located in Santa Monica, Malvern, and Sunnyvale (Amazon Lab 126). The program manager will manage existing CS trending teams and build new mechanisms that listen to the voice of Ring neighbors across our call centers, product review channels, and social and community channels. The team will identify information patterns and potential issues and will immediately engage the key on call engineering teams for resolution, ensure clear communication and messaging is developed and distributed to front line support agents, neighbor facing platforms, coordinate with PR as necessary, and drive correction of error (COE) ownership and completion on critical events.

The leader of this team will occupy a unique position at Ring and will ensure they and the RC2 know everything about the state of the Ring system and support operation and will establish mechanisms and processes to provide inform Ring leadership and to ensure great neighbor experiences. The RC2 manager is technically savvy and understands the complex pieces of the Ring ecosystem enough to see solutions to problems. The primary role of the RC2 Sr Manager will be to manage and develop a team of specialists who use specialized tools and problem-solving skills to execute this mission. The ideal candidate has real-world experience in a fast-moving operations environment and knows how to marshal solutions to problems across a complex matrix of teams and stakeholders.

Responsibilities

  • Identify, hire, manage and develop great technical specialists that support complex cases and situations facing Ring services and neighbors
  • Build a team culture dedicated to the Ring neighbor
  • Train and improve the soft and hard skill sets of junior team members for future leadership positions

Monitoring for Action

  • Monitoring of Event Management Tool to identify cases that have exceeded SLA thresholds and escalate for resolution
  • Identify and escalate more complex customer technical issues to senior level support
  • Monitoring of CS Trending Team dashboard with escalation to management of exceeded SLA’s

Communication and leadership

  • Ability to quickly determine next steps and engage appropriate teams for resolution of technical issues
  • Create communications describing emerging customer impacting issues and document plan for resolution
  • Leadership communications in the event of business continuity/disaster recovery plan activation
  • Communicate with executive leadership regarding status of emerging issues

Innovation

  • Help define and drive the tools required by this new group
  • Combine Ops, Product and Project management to create automated solutions to monitoring, ticketing and communicating emerging issues
  • Provide hands-on assistance in the implementation and on-going use of these new tools

Basic qualifications

  • 7+ years minimum experience in an operations environment
  • 5+ years minimum experience of people management
  • Experience in the practice of Lean Six Sigma and Kaizen
  • Bachelors degree

Preferred qualifications

  • MS or MBA degree
  • A proven track record of managing and creating top performers in an Ops support organization
  • Technically curious, interested in latest and greatest, not afraid of diving deep into digital technology
  • Six Sigma Certification at Green Belt or higher
  • Ability to adapt communication style to stakeholders that have a wide range of technical knowledge
  • A passion for digital services and devices
  • Strong organizational and interpersonal skills
  • Ability to use data to drive business results
  • Understanding of SQL
About Ring

Ring's mission is to reduce crime in neighborhoods by creating a Ring of Security around homes and communities with its suite of home security products and services. The Ring product line, along with the Ring Neighbors app, enable Ring to offer affordable, complete, proactive home and neighborhood security in a way no other company has before. In fact, two Newark, NJ neighborhoods saw an over 50 percent decrease in home break-ins after Ring Video Doorbells and Spotlight Cams were installed on 11% of homes in the communities from April-July 2018 when compared to the same time period in 2017. Ring is an Amazon company. For more information, visit www.ring.com. With Ring, you’re always home.

Ring LLC is proud to be an equal opportunity employer - Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age

About Ring

Ring is on a mission to reduce crime in neighborhoods. With affordable solutions that work on any home, Ring is committed to offering smart security that’s accessible to everyone. Ring lets you stop crime before it happens. Because with Ring, you’re always home.

Want to learn more about Ring? Visit Ring's website.