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Senior Operations Manager, Ring Community Support 🔥


Bachelor's degree, or equivalent work experience - 7 years of experience in contact center, technical support focused on high-quality experience - 5 years in progressively increasing leadership roles - Knowledge of call center operations including driving Key Performance Indicators - Knowledge of Contact Center OMNI channel platforms - Agree to Amazon's Work from Home Agreement.
We work backwards from our customer to ensure the best possible experience.
Applicants should apply via Amazons internal or external careers site.
About Ring Since its founding in 2013, Ring has been on a mission to make neighborhoods safer.
From the video doorbell, to Ring Alarm, which was named #1 in Customer Satisfaction for DIY Home Security Systems by J.D. Power, Ring's smart home security product line, as well as the Neighbors app, offer users affordable whole-home and neighborhood security.
At Ring, we are committed to making home and neighborhood security accessible and effective for everyone - while working hard to bring communities together.
Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.
  • Bachelor’s degree, or equivalent work experience
  • 7+ years of experience in contact center, technical support focused on high-quality experience
  • 5+ years in progressively increasing leadership roles
  • Knowledge of call center operations including driving Key Performance Indicator's (KPI)
  • Knowledge of Contact Center OMNI channel platforms
  • Agree to Amazon’s Work from Home Agreement. Please watch our Work from Home Agreement (https://youtu.be/yxrpb9pKHls) video for more information

Job summary
Amazon's mission is to be Earth's most customer-centric company and best employer - and the Senior Operations Manager is core to that mission. We work backwards from our customer to ensure the best possible experience. We empower our team to think like owners and solve issues the first time around.

We are looking for a Senior Operations Manager to oversee our technical customer service support teams. You will will be responsible for the performance, operational improvements and team member engagement, through delivering qualitative and quantitative outcomes. Can you develop top performing leaders, respond well to change and collaborate cross-functionally with stakeholder on key initiatives? The ideal candidate thrive in a high-growth, fast paced, continually evolving environment, as well as have the skills and passion to deliver impactful change.

This role can work out of the following locations: Glendale/Mesa AZ, Malvern PA, Mayfield OH, Austin TX, Hawthorn CA, or North Redding MA.

Key job responsibilities
  • Lead technical Community Support (CS) support teams
  • Strategically manage projects and initiatives leveraging cross-functional partnerships to achieve results
  • Drive career development in order to inspire an ever-evolving team of professionals and achieve goals
  • Cultivate meaningful relationships with all levels of leadership and stakeholders
  • Implement new and existing policies and procedures that proactively foster an environment of continuous growth
  • Identify potential challenges that impact performance, provide alternative solutions to mitigate risk, and share feedback with other business leaders
  • Empower and mentor your team with a high focus on career development to build and support a dynamic culture
  • Solve complex customer and associate issues, to reduce effort and improve financial outcomes
  • Drive strategy and programs which improve the customer and associate experience
  • Manage workflow, escalations and delegate tasks across the leadership team

  • Master's degree or MBA
  • Knowledge of OMNI
  • Clear sense of vision: strong leadership skills, ability to pioneer initiatives, and inspire a team
  • Excellent communication skills: written, spoken, and in one-to-one and one-to-many settings

The pay range for this position in Colorado is $86k - $129k/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.

About Ring

Since its founding in 2013, Ring has been on a mission to make neighborhoods safer. From the video doorbell, to Ring Alarm, which was named #1 in Customer Satisfaction for DIY Home Security Systems by J.D. Power, Ring’s smart home security product line, as well as the Neighbors app, offer users affordable whole-home and neighborhood security. At Ring, we are committed to making home and neighborhood security accessible and effective for everyone - while working hard to bring communities together. Ring is an Amazon company. For more information, visit www.ring.com. With Ring, you’re always home.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.

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