Senior Technical Program Manager, Customer Delivery Operations, Amazon Leo

About the role

The Senior Technical Program Manager for Customer Delivery Operations (CD) is responsible for enabling a globally distributed team of Customer Delivery Managers (CDMs) and Technical Account Managers (TAMs) to operate at scale. This role combines elements of program management and technical systems ownership, focusing on designing scalable processes, architecting operational platforms, and driving cross-functional alignment.

Responsibilities

• Own the CD team’s operating cadence: pipeline reviews, assignment governance, weekly/monthly business reviews, and escalation tracking
• Design and run mechanisms for 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
• 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
• 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
• 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

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

Benefits

Amazon offers a comprehensive benefits package including medical, dental, vision, prescription, life insurance, AD&D, EAP, mental health support, medical advice line, flexible spending accounts, adoption and surrogacy reimbursement coverage, 401(k) matching, paid time off, and parental leave. For more information, visit https://amazon.jobs/en/benefits.