Program Manager: Ring Customer Service EU, Voice of the Customer EU - Ring

- Experience in program or project management - Experience in a highly analytical, results-oriented environment with cross functional interactions - Experience in a customer facing role working with customers - Excellent oral and written communication skills - Strong interest in consumer technology - Knowledge of Ring Products, processes and knowledge centre (Shelf). - Problem-solving skills with proficiency in learning new technologies - Fluency in English. - Solid knowledge of Microsoft Office suite Ring Customer Service Europe (EU-CS) is seeking experienced Program Managers to join the EU-CS Voice of the Customer (VoC) team. The successful candidates will collaborate with global and European cross-functional business teams, and CS operations to identify opportunities to improve the customer and associate experience. The investigation process will include listening to calls, reviewing customer emails/chats/publicly posted reviews and liaising with the in-country teams to identify their specific challenges. At Ring, we are always exploring new opportunities to shape our global business. As a Program Manager, youll be an essential part of innovating and transforming our processes. Youll be taking the lead on the identification, research, & proposal of corrective actions and new initiatives to improve the customer and associate experience. Youll be responsible for ensuring all opportunities identified are documented, prioritized and owners established. This is your opportunity to have a big impact on some of the most exciting new ideas that are shaping the future of Ring. To excel, you will use your experience to advocate for, and improve, the customer experience using KPIs to make data-driven decisions. You will contribute to design and drive the programs vision and roadmap to completion in addition to supporting business teams CS-impacting initiatives. Key job responsibilities - Process reviews, redesign or removal where necessary - Customer call listening - Review chat, emails and customer reviews to identify opportunities to improve/remove pain points for internal and external customers. - Ensure metrics/dashboards show the outcomes of change. - Work with a variety of other Ring and Amazon departments to identify and leverage best practices. - Align actions with the goals of the European and global Leadership Teams(LT) - Ensure you are included & aware of all country product launches. - Be the conduit between CS and the European business teams like Sales, Marketing, Go-To-Market, and its partners. - Serve as an advocate for customers when something doesnt feel right. - Learn and understand Rings products, services and features. - Communicate trends and opportunities to leadership. A day in the life As a Program Manager, youll be responsible for identifying, implementing, and monitoring improvement initiatives that ensure a smooth customer and associate experience. Youll work closely with a range of Ring/Amazon colleagues to understand how they work, and what you and your teams can learn, as well as sharing your own expertise. Together, youll identify exciting new opportunities and will take the lead when it comes to recommending change. Youll encourage and support your teams and colleagues to meet important deliverables, while proactively looking for new, data-backed ways we could do things better. Your work will be integral to your teams success. About the team Our mission is to be Earths most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service team. Were an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers happiness. Our goal is to reduce customer effort every way we can, helping them get the best results quickly and efficiently. We support our self-service channels to offer expert insights into our customers most complex issues. Within Customer Service, there are opportunities in process improvement, customer experience, data analysis and customer retention. The CS team is always looking for ways to make Rings customer service even better, and we need excellent people to make that happen

• Knowledge of Lean principles and DMAIC methodology
• Experience in requirement gathering and ability to write clear and detailed requirement document
• Project or program management qualification
• Bachelors degree in business, engineering or related technical or quantitative field
• Fluency in one of the following languages (Dutch, German, French, Italian, Spanish)

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