Ring and Blink Customer Support (RBCS) is transforming how we support millions of customers globally. We're building a world-class employee experience that combines technology with human-centered design, and we're looking for a strategic leader to help us get there.
As our Culture & Engagement Manager, you'll drive initiatives that define what it means to work in customer support in the age of AI. This role sits at the intersection of innovation, culture, and leadership development, architecting experiences that measurably improve how people feel about their work and how leaders grow their capabilities. You'll also lead our organization's adoption of AI tools and practices, helping teams leverage technology for greater productivity, personalization, and impact.
Success means driving continuous improvement in employee engagement scores, reducing voluntary attrition, building a scalable leadership development pipeline that demonstrates clear ROI, and establishing RBCS as a leader in AI-driven employee experience innovation.

Key job responsibilities
Strategic Engagement & Innovation: Design and execute annual engagement strategies including 1-2 large-scale campaigns driving cultural connection. Leverage AI and data analytics for personalized experiences, predictive engagement trends, and optimized program effectiveness through sentiment analysis and automated content generation. Transform quarterly All-Team Meetings into compelling global events. Manage annual budget demonstrating ROI through participation, satisfaction, and retention metrics.

AI Strategy & Program Development: Own development of AI-enabled employee experience programs. Launch AI adoption initiatives integrating generative AI into daily workflows with training programs and best practices. Build measurement frameworks tracking effectiveness through improved efficiency, personalization, and satisfaction. Partner with technology teams identifying AI-driven innovation opportunities.

Employee Feedback & Responsive Programming: Establish systematic feedback processes through surveys, focus groups, and AI-powered sentiment analysis. Design targeted training addressing employee needs. Close feedback loops by communicating how input shapes decisions.

Leadership Development: Design comprehensive leadership development strategies aligned with talent goals. Launch 2-3 annual initiatives incorporating AI tools for personalized learning paths. Apply organizational development expertise creating scalable leadership structures. Achieve strong completion rates demonstrating promotion readiness impact.

Change Leadership: Establish governance frameworks using proven methodologies (ADKAR, Kotter, Prosci). Influence senior leaders through executive presence and data-driven storytelling.

A day in the life
You'll start analyzing AI-powered sentiment data from engagement surveys, identifying trends for your next campaign. Mid-morning, you're partnering with technology teams to pilot generative AI tools that personalize leadership development paths.

After facilitating focus groups with frontline associates, you use AI transcription to quickly identify themes shaping your quarterly All-Team Meeting content.

Your afternoon involves presenting ROI metrics to senior leaders—demonstrating how your campaigns increased participation by 40% while predictive analytics reduced attrition. You're building next quarter's budget case.

Before day's end, you're coaching cross-functional partners on change management principles and reviewing leadership program completion rates that integrate AI coaching insights.

Throughout it all, you're thinking strategically about how AI enhances human connection, creating scalable experiences that make employees excited to come to work.

Basic Qualifications

• Bachelor's degree, or experience in a relevant field
• 7+ years of management, or 8+ years of people leadership experience
• Experience in talent management, organizational network analysis, and organizational design and development
• 2+ years of designing, building, and launching successful email engagement programs, specifically lifecycle/nurture programs experience
• Experience with AI/ML technologies
• Experience in creating and managing budgets
• Experience managing high volume as well as niche hiring
• 4+ years of managing stakeholders in cross-functional project experience
• Experience in verbal and written communication for executive level leaders

Preferred Qualifications

• Experience in a dynamic environment with a high degree of customer service
• Experience developing, deploying and managing AI products at scale
• 1+ years of team leadership experience, or Six Sigma Black Belt certification
• 1+ years of organizing events for content creators (e.g. education summits, booths at events) experience
• Professional certification such as CAMS, CRCM, or CRP
• Knowledge of data visualization tools such as Quick Sight, Tableau, Power BI or other BI packages

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, CA, Hawthorne - 123,000.00 - 166,300.00 USD annually