Global Emergency Services Program Lead

Amazon; Bellevue (WA); On-site; USD 116,000 - 160,000; Full time

Benefits offered by this job

Health insurance

RSUs and stock options

401(k) matching

Paid time off

Job summary

Amazon is seeking a Senior Program Manager to deliver the emergency services program within Leo Global Customer Operations. This cross-functional role will standardize strategy and execution of telecom and call center operations across American and international markets to ensure access to emergency connectivity when seconds matter.

You will oversee day-to-day program operations, launch readiness, and ongoing excellence for emergency services contact center operations spanning multiple

Qualifications

• 7+ years of program or project management experience.
• 5+ years in Public Safety, Emergency Response, or related emergency services domain.
• Experience using data and metrics to determine and drive improvements.
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership.
• Master’s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field.

Responsibilities

• Own the program strategy, roadmap, and end-to-end execution for call center operations and telecom needs.
• Own vendor/BPO partner relationships for contact center operations including selection, onboarding, performance management, quality oversight, and service level governance.
• Execute and deliver scalable solutions that support multiple countries, languages and regulatory environments.
• Drive cross-functional coordination across internal and external teams including engineering, operations and other support teams.
• Develop and execute launch playbooks for new market expansions, ensuring operational readiness across training, technology, workforce planning, and compliance requirements.
• Establish and monitor key operational metrics, escalation frameworks, and continuous improvement mechanisms for emergency services delivery.
• Ensure compliance with emergency services standards, protocols, and regulatory requirements across all supported markets.

Skills

Program management

Data-driven

Emergency services domain

Vendor management

Education

Master’s degree or MBA

Tools

AI tools

Job description

Amazon is seeking a Senior Program Manager to deliver the emergency services program within Leo Global Customer Operations. This cross-functional role will standardize strategy and execution of telecom and call center operations across American and international markets to ensure access to emergency connectivity when seconds matter.

You will oversee day-to-day program operations, launch readiness, and ongoing excellence for emergency services contact center operations spanning multiple