Global Emergency Services Program Lead

Socket.dev; Bellevue (WA); On-site; USD 116,000 - 160,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

RSUs

Job summary

Amazon Leo is seeking a Senior Program Manager to deliver the emergency services program within Leo Global Customer Operations. You will drive standardization, strategy, and execution of telecommunications and call center operations across American and international markets, ensuring customers can access critical emergency connectivity.

You will lead day-to-day program operations, manage BPO partnerships, and ensure launch readiness across training, technology, and compliance in multiple

Qualifications

• 7+ years of program or project management experience.
• 5+ years in Public Safety, Emergency Response, or related domain.
• Experience using data and metrics to drive improvements.
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.

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 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.

Skills

Program management

Data-driven

Executive communication

Emergency services domain

Education

Master's degree or MBA

Tools

Vendor management

Job description

Amazon Leo is seeking a Senior Program Manager to deliver the emergency services program within Leo Global Customer Operations. You will drive standardization, strategy, and execution of telecommunications and call center operations across American and international markets, ensuring customers can access critical emergency connectivity.

You will lead day-to-day program operations, manage BPO partnerships, and ensure launch readiness across training, technology, and compliance in multiple