Partner Support Technical Program Manager, LEO Enterprise Customer Support

Amazon Inc.; Bellevue (WA); On-site; USD 149,000 - 201,000; Full time

Benefits offered by this job

Health insurance

RSUs and stock-based compensation

401(k) matching

Paid time off

Job summary

Amazon Kuiper Commercial Services LLC is seeking a senior program manager to own the partner support strategy for the Enterprise Partner and Telco segments of Amazon Leo. You will shape end-to-end processes, define SLA standards, and collaborate with engineering, sales, and operations to align with business goals.

You will lead initiatives to scale infrastructure, improve metrics, and deliver data-driven decisions for a rapidly expanding satellite-connectivity program in the U.S. market.

Qualifications

• 5+ years of technical product or program management experience.
• Experience managing programs across cross functional teams, building processes and coordinating release schedules.
• Experience leading highly technical programs involving infrastructure, complex systems, systems engineering.
• Experience defining KPI's/SLA's used to drive large scale businesses and reporting to senior leadership.

Responsibilities

• Define and own the end-to-end partner support strategy for Amazon Leo's Enterprise Partner (B2B2X) and Telco business; establish scalable case management workflows and SLA definitions.
• Drive technical architecture requirements for support infrastructure including ticketing design and tooling with engineering.
• Lead end-to-end design reviews to ensure systems scale with partner growth and integration with network monitoring and service delivery.
• Partner with Engineering as a technical support counterpart to define integration requirements and API contracts.
• Collaborate with Sales, Marketing, Operations, and Business Development to align support processes with business objectives across B2B2X models.
• Define and track KPIs including resolution times, CSAT, first-contact resolution, cost to serve and partner NPS; establish governance through feedback loops and RCA.
• Create the program roadmap for customer operations capabilities and advise leadership on strategy and investment.

Skills

Technical product management

Program management

Cross-functional leadership

KPI definition/SLA

Education

Bachelor's degree in engineering, computer science or equivalent

Tools

Ticketing systems

API tooling

Job description

Description

Amazon LEO is Amazon’s low Earth orbit satellite network. Our mission is to deliver fast, reliable internet connectivity to customers beyond the reach of existing networks. From individual households to schools, hospitals, businesses, and government agencies, Amazon Leo will serve people and organizations operating in locations without reliable connectivity.

Amazon LEO is Amazon’s low Earth orbit satellite network. Our mission is to deliver fast, reliable internet connectivity to customers beyond the reach of existing networks. From individual households to schools, hospitals, businesses, and government agencies, Amazon Leo will serve people and organizations operating in locations without reliable connectivity.

Key job responsibilities

Define and own the end-to-end partner support strategy for Amazon Leo's Enterprise Partner (B2B2X) and Telco business; establishing scalable case management workflows, escalation protocols, SLA definitions, and quality assurance standards tailored to telecom ISP and SATCOM partners. Drive technical architecture requirements for support infrastructure including ticketing design, influence customer facing tooling with engineering. Lead end to end design reviews to ensure systems scale with partner growth and integrate with network monitoring and service delivery. Partner with Engineering as a technical support counterpart in decisions defining integration requirements, influencing API contract design, and driving support tooling. Collaborate with Sales, Marketing, Operations, and Business Development to align support processes with business objectives across B2B2X models (Reseller, Sales Agent, Distributor). Define and track KPIs including resolution times, CSAT, first-contact resolution, cost to serve and partner NPS; establish governance frameworks through feedback loops, root cause analysis, and operational reviews. Conduct deep-dive analyses of support data to identify trends, systemic issues, and proactive intervention opportunities; champion the voice of Partners in product and business decisions. Create the program roadmap for customer operations capabilities; influence senior leadership on strategy, resource allocation, and investment priorities through data-driven business cases.

Export Control Requirement

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Basic Qualifications

• 5+ years of technical product or program management experience


• Experience managing programs across cross functional teams, building processes and coordinating release schedules


• Experience leading highly technical programs involving infrastructure, complex systems, systems engineering


• Bachelor's degree in engineering, computer science or equivalent


• Experience defining KPI's/SLA's used to drive large scale businesses and reporting to senior leadership

Preferred Qualifications

• 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience


• Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules


• Experience within Telco, Cloud or SAAS space is preferred

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

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, WA, BELLEVUE - 148,700.00 - 201,200.00 USD annually

Company

Amazon Kuiper Commercial Services LLC

Job ID: A10414371