Amazon Kuiper Commercial Services LLC
Project/Program/Product Management--Technical, Technical Program Management, alexa and amazon devices
PartnerSupportTechnicalProgramManager,LEOEnterpriseCustomerSupport
Neural analysis suggests this role is
optimal for Senior candidates.
“Partner Support Technical Program Manager, LEO Enterprise Customer Support at Amazon Kuiper Commercial Services LLC. Skills: Partner support strategy, Technical program management, Cross-functional coordination, Business alignment. Define partner support strategy. Establish case management workflows”
What You'll Achieve.
Scalable case management workflows; Scalable escalation protocols; Scalable SLA definitions; Scalable quality assurance standards; Systems scale with partner growth; Support processes align with business objectives; Track resolution times; Track CSAT; Track first-contact resolution; Track cost to serve; Identify trends; Identify systemic issues; Influence product decisions; Influence business decisions; Influence senior leadership on strategy; Influence senior leadership on resource allocation; Influence senior leadership on investment priorities
Industry & Context.
Root cause analysis; Deep-dive analyses
US citizen, US national, US permanent resident, Lawfully admitted US refugee, Granted asylum
What They're Looking For.
Must Have
5+ years technical product management, 5+ years program management, Manage programs across cross functional teams, Build processes, Coordinate release schedules, Lead highly technical programs, Infrastructure programs, Complex systems programs, Systems engineering programs, Bachelor's degree engineering, Bachelor's degree computer science, Define KPIs, Define SLAs, Report to senior leadership
Nice to Have
5+ years project management disciplines, Scope management, Schedule management, Budget management, Quality management, Risk management, Critical path management, Manage projects across cross functional teams, Build sustainable processes, Coordinate release schedules, Telco space experience, Cloud space experience, SAAS space experience
What You'll Do.
Define partner support strategy
Establish case management workflows
Establish escalation protocols
Establish SLA definitions
Establish quality assurance standards
Drive technical architecture requirements
Influence customer facing tooling
Integrate with network monitoring
Integrate with service delivery
Partner with Engineering
Define integration requirements
Influence API contract design
Drive support tooling
Collaborate with Sales
Collaborate with Marketing
Collaborate with Operations
Collaborate with Business Development
Align support processes
Establish governance frameworks
Conduct deep-dive analyses
Identify systemic issues
Champion partner voice
Create program roadmap
Influence senior leadership
Develop data-driven business cases
How You'll Work.
Team & Collaboration
Cross-functional teams; Engineering; Sales; Marketing; Operations; Business Development
Communication Scope
Reporting to senior leadership
Process & Methodology
Scope management, Schedule management, Budget management, Quality management, Risk management, Critical path management
Full 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
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