As a Senior Technical Program Manager for Customer Delivery (CD) Operations, you will enable a globally distributed team of Customer Delivery Managers (CDMs) and Technical Account Managers (TAMs) to operate at scale. This role is a hybrid of program management and technical systems ownership - you will own the rhythm of business, architect operational platforms, design scalable processes, and drive cross-functional alignment to ensure the CD team delivers customer outcomes that meet contractual commitments and retention targets as the enterprise portfolio grows from dozens to thousands of customers.

Technical in this context refers to systems design, process engineering, and platform architecture - not satellite or network engineering. You will approach operational challenges with an engineering mindset: designing systems that scale, building automation that reduces manual toil, and architecting reporting and workflow solutions on platforms like Salesforce that account for complex business logic where native capabilities fall short.

You ensure the right information surfaces at the right time, that commitments are tracked and delivered, and that operational infrastructure grows with the business. You are the primary coordination point between CD and global Business Development (BD) teams - ensuring seamless handoffs, clear accountability, and data-driven decisions across regions.

The CD team manages enterprise customers across the full post-contract lifecycle - from onboarding through ongoing technical account management. Your scope includes all enterprise customers served through direct backhaul and expanding B2B connectivity models. Maritime, aviation, land mobility, and partner channels are not in scope.

This is not a people-management role. You will operate in a matrix capacity, supporting CDMs and TAMs across North America, EMEA, and APJ without direct reports. Your influence comes through operational excellence, data clarity, and process design that enables the team to do their best work.

The ideal candidate is a structured thinker who builds organized approaches in undefined problem spaces, designs systems that scale, and has equal comfort in a Salesforce dashboard and a leadership review. You understand that what works for 10 customers will not work for 10,000 - and you design accordingly.

Key job responsibilities

Operational Rhythm & Governance
• Own the CD team's operating cadence: pipeline reviews, assignment governance, weekly/monthly business reviews, and escalation tracking
• Design and run mechanisms that give CD leadership and team members real-time visibility into portfolio health, customer status, and resource allocation
• Track commitments across the CD team and cross-functional partners; surface blockers proactively and drive resolution
• Coordinate with global BD teams on pipeline handoffs - ensuring closed deals transition smoothly into customer delivery regardless of region
• Support headcount planning, workforce capacity modeling, and hiring coordination, including role prioritization and regional sequencing

Reporting, Dashboards & Data Architecture
• Own Salesforce reporting architecture for the CD team - design custom report types, build and maintain dashboards, and evolve reporting logic as the business scales
• Architect reporting solutions that account for complex business rules (eligibility criteria, reassessment triggers, assignment status) where Salesforce native capabilities fall short - including custom objects, formula logic, and flow automation
• Design data pipelines and integration logic across operational systems (Salesforce, internal platforms, future tools) to eliminate manual data reconciliation
• Design and produce leadership-ready artifacts: weekly business review decks, portfolio summaries, coverage maps, regional breakdowns
• Identify data gaps and drive resolution with systems teams or through engineered operational workarounds

Process Engineering & Scalability
• Document and continuously improve CD operational processes: customer onboarding workflows, CDM/TAM assignment criteria, escalation paths, and team communication norms
• Architect operational systems with an engineering mindset - capacity modeling, failure mode analysis, and automation design to ensure processes scale without proportional headcount growth
• Build repeatable frameworks designed to scale from dozens to thousands of enterprise customers without proportional operational overhead
• Define and maintain service-level expectations for internal handoffs between global BD, CD, and Service Delivery
• Identify automation opportunities and implement within existing tooling (Salesforce flows, process builder, Quip automation, internal platforms)
• Design processes with scale as the primary constraint - anticipating volume growth and building for the next order of magnitude

Cross-Functional Coordination
• Serve as the primary operational interface between CD and global BD leadership across all regions
• Coordinate with Service Delivery on scope boundaries and customer transitions
• Drive clarity on roles, responsibilities, and handoff points as new customer segments and geographies come online
• Represent CD operations in broader GES planning and review forums

About the team

As a member of Global Enterprise Services (GES), you will be joining the Customer Delivery (CD) team, a customer-facing regional group of experts that serves as the technical execution engine behind all B2B direct customers.

As a member of the GES CD team, you will work with other internal and external-facing roles: GES Customer Delivery Managers CDMs), Technical Account Managers (TAMs), Technical Program Managers (TPMs), Customer Delivery Engineers (CDEs), Business Development (BD), and Solutions Architects (SAs).

BASIC QUALIFICATIONS

- Bachelor's degree in a relevant field or equivalent work experience

- 5+ years of program management or technical project management experience

- Experience designing, developing, and deploying business software at scale

- Experience working cross-functionally across several teams both technical and non-technical

- Experience scaling an organization through rapid growth or expansion

- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders

- Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment

- 3+ years of experience designing and architecting CRM-based operational solutions (Salesforce or equivalent) - including custom report types, automation logic, and platform configuration

PREFERRED QUALIFICATIONS

- Experience using Salesforce.com at an advanced level including the development of dashboards and reports, programing experience

- Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship

- Experience in data analysis and leveraging analytics to make decisions

- Experience with Agile or other program management methodologies

- Experience working with large global teams

- Experience in telecommunications, satellite, or connectivity infrastructure

- Background in customer success, professional services, or post-sales operations

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, VA, Arlington - 148,700.00 - 201,200.00 USD annually