At Ring and Blink CS, we're seeking an innovative Product Manager, Technical (PM-T) to lead our chat platform, LLM applications, and roadmap initiatives. In this pivotal role, you'll partner closely with our Technical Program Manager to transform customer support through AI/ML solutions that anticipate customer needs and redefine industry standards.
Key job responsibilities
* Strategic Vision & Roadmap Development: Define and own the product vision, strategy, and roadmap for the chat platform and all LLM applications across Ring and Blink
* LLM Integration: Drive the development and integration of large language models (LLMs) into customer support workflows, enhancing agent capabilities and customer self-service
* Cross-Functional Leadership: Collaborate with engineering, data science, design, and customer support teams to deliver cohesive, intuitive LLM-powered experiences
* Technology Selection: Evaluate, and implement appropriate LLM technologies, frameworks, and approaches that align with business goals and customer needs
* Data-Driven Decision Making: Define success metrics, analyze performance data, and make strategic adjustments to optimize user experiences and business outcomes
* User-Centric Design: Ensure all chat and LLM features meet customer needs through rigorous user research and testing
* Technical Specifications: Create detailed technical product requirements and documents that bridge business needs with engineering and Data Science implementation and planning.
A day in the life
* Lead product discovery sessions to identify customer pain points and opportunities for LLM-powered solutions
* Collaborate with engineering leads to refine technical approaches for implementing conversational AI features
* Review performance metrics of existing LLM applications and recommend enhancements
* Present product roadmap updates to leadership, showcasing impact on customer satisfaction and operational efficiency
* Work with your TPM partner to ensure seamless execution of the product vision across multiple workstreams
* Engage with data science teams to improve LLM model performance and accuracy
* Partner with Blink stakeholders to align on shared LLM initiatives and ensure consistent implementation
About the team
You'll join RBKS Customer Support's innovative product team, dedicated to transforming customer experiences through strategic application of technology. Working alongside passionate problem-solvers, you'll help redefine industry standards for customer support by leveraging AI/ML advancements to develop intelligent self-service tools and seamlessly integrate human support, all while maintaining our commitment to customer privacy, security, and product expertise.- 5+ years of product or program management, product marketing, business development or technology experience
- Experience with feature delivery and tradeoffs of a product
- Bachelor's degree
- 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- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
- Experience in building and driving adoption of new tools
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,100/year in our lowest geographic market up to $235,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit
https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
