Artificial Intelligence (AI), Business Development, Call Centers, Call Volume, Cloud Computing, Cross-Functional, Customer Experience, Customer Support/Service, Data Science, Establish Priorities, Internet/Online Service, Leadership, Localization, Machine Tool, Management Strategy, Operations Management, Process Improvement, Product Lifecycle, Product Management, Product Marketing, Product Programs, Product Shipments, Project/Program Management, Quality Assurance, Resolve Customer Issues, Root Cause Analysis, Salesforce.com, Staff Requirements, Technical Leadership, Technical Strategy, Technical/Engineering Design, Telephony, Vendor/Supplier Management, Vendor/Supplier Relations, Voice Products, Workforce Management, Workforce Planning
We are seeking a Product Manager - Technical to own Ring and Blinks AI Voice products end-to-end, from strategic vision through production operations. This role leads the product direction for Rings and Blinks AI voice agents, which collectively handle hundreds of thousands of customer calls per month across US and international markets.
The CS Technology Enablement team builds the AI and platform products that power Ring and Blinks customer service organization. We operate at the intersection of conversational AI, contact center technology, and customer experience, shipping products built on Amazon Connect, Salesforce Service Cloud Voice, Amazon Bedrock, and purpose-built voice AI infrastructure. We move fast, measure everything, and iterate weekly based on real production data. Our work succeeds only when customers get their problems solved.
Key job responsibilities
- Own the Complete Product Lifecycle: Define strategic vision and multi-quarter roadmaps for voice AI products. Drive cross-functional execution across engineering, operations, data science, and vendor partners. Maintain accountability for containment, resolution, CSAT, and cost-per-contact outcomes.
- Drive Weekly Product Improvement Cycles: Review production performance data at the intent, market, and interval level. Identify failure modes, conduct root cause analysis, and translate findings into prioritized product improvements.
- Navigate Technical Complexity: Make informed tradeoffs across LLM architectures (Bedrock, third-party), prompt strategies, intent classification approaches, and dialog management designs. Distinguish between one-way and two-way door decisions in a rapidly evolving AI landscape.
- Manage Vendor and Platform Partnerships: Own the technical and commercial relationship with external vendors. Partner with Amazon Connect, Salesforce, and internal Bedrock teams to deliver integrated capabilities.
- Lead International Expansion: Define market-specific requirements for new geographies including telephony, compliance, language, and localization. Coordinate phased rollouts with operations and QA.
- Build Consensus Across Functions: Partner with Operations, Workforce Management, Quality Assurance, Training, and Engineering to align on rollout readiness, staffing impact, and escalation paths.
A day in the life
You start the morning reviewing voice AI performance data and identifying product improvement opportunities. From there, you might partner with CS Operations leadership to align on rollout readiness for a new capability, ensuring associate training, escalation paths, and workforce planning are in place before traffic ramps begin.
Mid-day could include a technical design session with engineering on a new agent skill, a vendor sync to evaluate upcoming platform capabilities, or a working session with Workforce Management to model how a containment improvement will shift call volume and staffing needs. You regularly connect with Quality Assurance to refine how AI interactions are evaluated and with Training to ensure associates are prepared for changes in call flow.
About the team
The CS Technology Enablement team sits within Ring & Blink Customer Service (Devices & Services). We are a team of product managers, technical program managers, solutions architects, and engineering. We own the AI, platform, and tooling products that Ring and Blinks customer service organization runs on.- 5+ years of product or program management, product marketing, business development or technology experience
- Bachelors degree
- Experience with feature delivery and tradeoffs of a product
- 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