Sr. Customer Delivery Manager (Enterprise), Global Enterprise Services

Amazon•Arlington, VA

About The Position

Amazon Leo is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit. Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Amazon Leo will help close the digital divide by delivering fast, affordable broadband to a wide range of customers operating in places without reliable connectivity. The Amazon Leo business operations team is looking for a Sr. Customer Delivery Manager to join our Global Enterprise Services organization, supporting our rapidly growing North American enterprise customer base. You will lead technical onboarding and service delivery for Fortune 500 enterprises, telecommunications providers, and other organizations deploying Amazon Leo satellite connectivity across the United States, Canada, and Mexico. This role requires expertise in managing large-scale, geographically distributed deployments while navigating complex regulatory requirements and customer security protocols. In this role, you will work closely with customers to design, implement, and manage the onboarding and delivery of Amazon Leo Satellite Services to meet customer technical requirements and business objectives. You will be responsible for managing the customer experience as part of service launch or post-sales activities. This includes leading the implementation process, ensuring adherence to best practices, optimizing performance, identifying opportunities for upsell or introducing value-added services, and managing risks throughout customer onboarding or ongoing service contract.

Requirements

5+ years of program management or technical project management experience
Experience in technology/software sales, pre-sales, or consulting
Bachelor's degree in Computer Science, Computer Engineering, or Electrical Engineering, or 7+ years of wireless communications systems and implementation experience
7+ years of progressive technology implementation experience
5+ years of working directly with enterprise or mobility customers, leading complex end-to-end system integration or on-site service delivery projects
Experience managing programs with budgets exceeding $10M annually
Proven track record delivering multi-site deployments (50+ locations) on time and within budget
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.

Nice To Haves

3+ years of RF and Network test equipment associated with SATCOM communications experience
Experience managing programs across cross-functional teams, building processes and coordinating release schedules
4+ years of program or project management experience, or a PMP certificate and 4+ years of cross functional project delivery experience
AWS Associate level certification, or 3+ years of cloud architecture and solution implementation experience
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
Knowledge of wireless technologies including Satellite Payloads, Ground Systems and Operations, 2G/3G/4G/5G, Packet Core and RAN, SD-WAN, and hybrid network architectures (BGP, OSPF, MPLS, VPN)
Experience with AWS services (EC2, VPC, Direct Connect, CloudWatch, IAM), hybrid cloud architectures, API integration, and back-office system connectivity
Experience with government contracting and compliance requirements (FedRAMP, ITAR, etc.) and background in telecommunications network operations or service provider environments
Understanding of managed network services for enterprise and government, including convergence of satellite and terrestrial networks, industrial IoT deployments, and SCADA systems

Responsibilities

Collaborate with sales and business development leaders to plan and execute technical on-boarding and acceptance testing for Amazon Leo Satellite Services delivered to enterprise customers
Manage assisted ordering process, system integration and acceptance process for Amazon Leo business customers spanning telco backhaul, industrial IoT, corporate enterprise, aviation, maritime, and other customers
Work with Amazon Leo product/program management, AWS, partner ecosystem, and end-customer IT/technology network teams to ensure that system acceptance testing and validation meets schedule and quality requirements
Lead multi-site deployment programs across North America
Develop and execute customer-specific onboarding playbooks
Coordinate with Field Service Partners (FSPs) for installation scheduling, quality assurance, and issue resolution
Manage customer acceptance testing programs including ATP (Acceptance Test Plan) development and execution
Collaborating with stakeholders to gather customer requirements and propose effective delivery strategies
Manage the customer experience through project tracking and timeline deliverables, identifying risks and gaps ahead of time to ensure a smooth and positive customer onboarding
Drive continuous improvement initiatives based on deployment learnings and customer feedback
Serve as escalation point for complex integration challenges during customer onboarding
Facilitate business reviews with internal Amazon Leo teams
Advocate for the customer experience, coordinating with Customer Care teams around the rules of engagement during and post service delivery