Senior Manager, Learning & Quality - Revolutionizing Ring Technical Customer Support through AI-Driven Innovation and Strategic Leadership

Transforming Customer Experience with Cutting-Edge Learning and Quality Strategies

At Amazon, we're on a mission to revolutionize the way people live, work, and interact with technology. As a Senior Manager, Learning & Quality for Ring Technical Customer Support, you'll play a pivotal role in shaping the future of customer experience by developing and implementing innovative learning, quality, and knowledge asset strategies that drive business growth and customer satisfaction.

About the Role

We're seeking a seasoned leader to join our Ring Contact Center (CS) organization as a Senior Manager, Learning & Quality. In this dynamic role, you'll be responsible for creating and managing strategic plans for global learning, knowledge assets, and quality, as well as leveraging AI-driven automation to optimize technology and improve customer experience. You'll lead a high-performing team of leaders and collaborate with cross-functional stakeholders across the Ring organization, including operations leaders, third-party partner teams, and technology teams.

Key Responsibilities

• Develop and Deliver Strategic Vision: Create and implement a comprehensive strategic plan for learning, quality, and knowledge assets that aligns with the Ring organization's vision and core principles.
• AI-Driven Automation: Select, deploy, and optimize automation leveraging AI to improve training modalities, knowledge resources, and quality assurance, driving efficiency and effectiveness.
• Innovative Experimentation: Conduct experimentation and adoption of AI-driven new modalities and media to enhance learning for operational process improvement and technical product support, ensuring scalability and impact.
• Cross-Functional Collaboration: Work closely with Ring stakeholders to manage multiple learning, quality, and content projects effectively, driving results and delivering value.

A Day in the Life

At Ring, we're a fast-paced organization with a passion for innovation and customer obsession. As a Senior Manager, Learning & Quality, your day will be filled with opportunities to innovate, learn, and develop, both professionally and as a team. You'll work on a variety of projects, from developing strategic plans to implementing AI-driven automation, and collaborating with cross-functional teams to drive results.

Essential Qualifications

• 7+ Years of Cross-Functional Experience: Proven experience working cross-functionally with tech and non-tech teams, driving results and delivering value.
• 5+ Years of Team Management Experience: Experience managing high-performing teams, driving growth, and developing talent.
• 5+ Years of Project Delivery Experience: Proven track record of delivering projects effectively, managing multiple stakeholders, and driving results.
• Bachelor's Degree: A degree in a related discipline, with a Master's degree preferred.
• 10+ Years of Relevant Experience: Experience in contact center management, organizational development, automation, training design, knowledge assets, and quality.

Preferred Qualifications

• Strong Strategy and Design Skills: Experience with global design, evaluation methodologies, and program management.
• International Assignment Experience: Experience working in diverse geographies, with a deep understanding of cultural nuances and business practices.
• Cross-Functional Experience: Experience working in an area outside of training and development, with a broad understanding of business operations.
• Familiarity with Business Tools and Concepts: Familiarity with business, financial, and process improvement tools, concepts, and methodologies.

What We Offer

At Amazon, we're committed to providing a diverse and inclusive workplace, with opportunities for growth and development. As a Senior Manager, Learning & Quality, you'll enjoy a competitive salary, comprehensive benefits, and a dynamic work environment that encourages innovation and collaboration. You'll also have the opportunity to work with cutting-edge technology, drive business growth, and make a meaningful impact on customer experience.

Our Culture

At Amazon, we're passionate about building a culture that values innovation, customer obsession, and teamwork. We're committed to creating a workplace that's inclusive, diverse, and empowering, where everyone has the opportunity to grow and thrive. As a Senior Manager, Learning & Quality, you'll be part of a talented team that's dedicated to delivering exceptional customer experience and driving business success.

Why Join Us?

If you're a seasoned leader with a passion for innovation, customer experience, and strategic leadership, we want to hear from you. As a Senior Manager, Learning & Quality, you'll have the opportunity to drive business growth, develop talent, and make a meaningful impact on customer experience. Join us and become part of a dynamic team that's shaping the future of customer experience.

Don't Hesitate, Apply!

We value a great attitude and a willingness to learn above all. If you're excited about this opportunity and believe you have the skills and experience we're looking for, don't hesitate to apply. We can't wait to hear from you!