Partner Support Technical Program Manager, LEO Enterprise Customer Support

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

• Create 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

• Create the program roadmap for customer operations capabilities.
• Influence senior leadership on strategy, resource allocation, and investment priorities through data-driven business cases.

Partner 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