Ring is redefining what it means to feel safe at home. The Ring Monitoring Operations team sits at the center of that mission—owning the operational health, vendor performance, and customer experience across Ring's professional monitoring and Virtual Security Guard (VSG) services. We are a fast-growing team looking for a data-driven Program Manager who will operate as an AI-native builder, using tools like Kiro, Claude Code, and TextQL as force multipliers to do the work of three.
As a member of this team, you will own day-to-day program operations while simultaneously identifying and executing customer experience improvements across our monitored services. You will work directly with internal stakeholders (Product, Engineering, Legal, Customer Support) and external vendors (Rapid, RSPNDR) to drive alignment, flesh out requirements, and measure impact. Responsibilities will include:
• Own operational dashboards that measure activity, engagement, and service levels across all monitored customers by product, region, and subscription type
• Use AI to query data systems directly, mine for opportunities, and deliver weekly reports with recommended actions—not just charts
• Manage vendor relationships including processing purchase orders/invoices, tracking SLAs, and holding vendors technically accountable using data
• Execute customer engagement initiatives including cross-sell/upsell strategies, feature adoption campaigns, and customer success stories
• Support new product launches such as guard response in the US and UK, ensuring operational readiness across BI, CS, and Help Center systems
• Prototype internal tools and customer journey improvements using AI, compressing the traditional PM cycle from months to days
This is an opportunity to join a high-impact team at the intersection of security, AI, and customer experience—where your work directly shapes how millions of Ring customers feel protected.
Key job responsibilities
• Own program health metrics and dashboards; track service levels against contractual SLAs across professional monitoring and VSG services
• Process purchase orders and invoices for monitoring vendors monthly; maintain cost forecasting models
• Investigate and resolve customer escalations related to professional monitoring and VSG service lapses
• Manage vendor readiness for product launches—send requirements, align on timelines, and ensure training completion
• Implement workflow improvements that reduce costs and/or improve the customer experience
• Capture and synthesize voice-of-the-customer feedback through surveys, CS tagging, and direct customer calls
• Design and execute pilot tests for new software, subscriptions, and products; establish success criteria and measure outcomes
• Create and maintain Help Center articles and CS training materials
• Work cross-functionally with Legal, Product, Engineering, and CS to drive operational readiness for feature releases
• Ensure compliance with legal, privacy, and security requirements (TPS submissions, contract execution, legal approvals)
A day in the life
You start your morning by pulling up your AI-powered dashboards to check overnight service levels across all monitored customers. You notice a vendor's response times have drifted above SLA thresholds, so you query the data directly through Kiro to understand the root cause and draft a pointed follow-up to the vendor backed by evidence.
Mid-morning, you join a cross-functional sync with Product and Engineering on an upcoming guard response launch in a new market. You walk through your operational readiness checklist—CS training status, Help Center article updates, customer communication plans, and risk mitigations.
After lunch, you review customer feedback from recent dispatch surveys and tag emerging themes. You spot an opportunity to improve feature adoption, so you use Claude Code to prototype a new customer journey flow and share it with the product team for review.
You close the day by updating your weekly metrics report—not just the numbers, but recommended actions: a vendor to escalate, a customer segment to target, a process to streamline. Every insight leads to a next step.
About the team
The Ring Monitoring Operations team owns the operational excellence and customer success of Ring's monitored services—including Professional Monitoring, Virtual Security Guard (VSG), Video Verification, and Guard Response. We are a small, high-velocity team that punches above our weight by leveraging AI as a core operating principle.
