Senior Manager, Learning & Quality, Ring Technical Customer Support

Are you a seasoned leader with a passion for innovation, learning, and quality? Do you have a proven track record of driving strategic growth and excellence in contact center automation? If so, we invite you to join our dynamic team at Ring as a Senior Manager, Learning & Quality, Ring Technical Customer Support. In this pivotal role, you will lead the development and implementation of our global learning, knowledge assets, and quality strategy, leveraging cutting-edge technologies like AI to optimize our training modalities, knowledge resources, and quality assurance.

About Ring

Ring is a fast-paced organization that is revolutionizing the home security industry with innovative products and features. Our mission is to make our customers feel safe and secure in their homes, and we're committed to delivering exceptional customer experiences through our technical customer support team. As a Senior Manager, Learning & Quality, you will play a critical role in shaping the future of our organization and driving business growth through strategic learning and quality initiatives.

Key Responsibilities

As a Senior Manager, Learning & Quality, you will be responsible for:

• Developing and delivering a strategic vision for learning, quality, and knowledge assets that aligns with our organizational vision and core principles of adult learning, knowledge asset structure, and quality assurance.
• Selecting, deploying, and optimizing automation leveraging AI to improve training modalities, knowledge resources, and quality assurance, with a focus on experimentation and adoption of new modalities/medias to improve learning for both operational process improvement and technical product support.
• Conducting experimentation and adoption of AI to implement new modalities/medias to improve learning for both operational process improvement and technical product support for team members at scale.
• Working cross-functionally with Ring stakeholders to manage multiple learning, quality, and content projects effectively, leveraging your expertise in program management, project delivery, and team leadership.
• Collaborating with our finance and technology teams to ensure alignment and effective resource allocation for learning and quality initiatives.

A Day in the Life

As a Senior Manager, Learning & Quality, your day will be filled with exciting challenges and opportunities to innovate, learn, and develop both professionally and as a team. You will work closely with our operations leaders, third-party partner teams, and leadership teams across the Americas, EMEA, and Rest of World (ROW) to drive strategic growth and excellence in contact center automation. Your expertise will be sought after by our senior leadership team, and you will have the opportunity to shape the future of our organization through your strategic vision and leadership.

Requirements

To be successful in this role, you will need:

• 10+ years of work experience in the areas of contact center management, organizational development, automation, training design, knowledge assets, and quality.
• Strong strategy and design skills, including evaluation methodologies, with experience in global design.
• Program management skills, including managing details and keeping multiple tasks/projects on track.
• Experience working in a customer contact center environment, with a strong understanding of adult learning principles and knowledge asset structure.
• International assignment experience, with a proven track record of working in diverse geographies.
• Cross-functional experience in an area outside of training and development, with a strong understanding of business, financial, and process improvement tools, concepts, and methodologies.
• A Bachelor's degree, with a Master's degree in a related discipline preferred.

What We Offer

As a Senior Manager, Learning & Quality, you will enjoy a competitive salary, comprehensive benefits package, and opportunities for career growth and development. You will also have the chance to work with a talented team of professionals who are passionate about innovation, learning, and quality. Our organization is committed to diversity and inclusion, and we welcome applications from candidates from diverse backgrounds.

How to Apply

If you are a motivated and experienced leader with a passion for innovation, learning, and quality, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!

Equal Employment Opportunity

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. Apply for this job