Partner Support Technical Program Manager, LEO Enterprise Customer Support
at Amazon
Location
Bellevue, Washington, USA
Type
full time
Posted
2 days ago
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Job 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.
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. - 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 - 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.
USA, WA, BELLEVUE - 148,700.00 - 201,200.00 USD annually
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. - 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 - 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