Amazon

Partner Support Technical Program Manager, LEO Enterprise Customer Support

Amazon$148K — $201K *
Telecommunications & Hardware
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of technical product or program management experience
  • Proficiency in cross-functional program management and release schedules
  • Expertise in leading complex technical programs and systems engineering
  • Bachelor's degree in engineering, computer science or equivalent required
  • Experience defining KPIs and SLAs for large-scale business operations

Responsibilities

  • Define and implement a comprehensive partner support strategy for B2B2X and Telco business
  • Design scalable case management workflows, escalation protocols, and quality assurance standards
  • Lead technical architecture requirements and influence customer-facing tooling
  • Collaborate with engineering on integration requirements and API design
  • Establish governance frameworks and conduct operational reviews to track performance metrics
  • Analyze support data to identify trends and recommend proactive solutions
  • Create a customer operations roadmap, influencing senior leadership on strategic decisions

Benefits

  • Comprehensive health insurance (medical, dental, vision)
  • Mental health support and resources
  • 401(k) matching contributions
  • Generous paid time off and parental leave policies
  • Adoption and surrogacy reimbursement coverage
  • Flexible spending accounts for healthcare expenses
  • Stock options through restricted stock units (RSUs)
Full Job Description
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

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

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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