Description
Project Kuiper is an initiative to increase global broadband access through a constellation of over 3,000 satellites in low Earth orbit. Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.
We're looking for a dynamic Senior Program Manager to join our Customer Service (CS) team and help shape an extraordinary customer experience. In this exciting global role, you'll be responsible for the design and launch of innovative CS programs that enable operational excellence, customer trust and cost efficiency across our outsourced operations. Your focus areas will span network design and planning, procurement, vendor governance and operations enablement.
This high-visibility position requires a leader who owns outcomes and drives results. Your ability to toggle between big-picture thinking and tactical execution will ensure daily wins and long-term success. You will drive strategic initiatives from concept to completion, requiring you to influence without authority and make swift data-driven decisions in a rapidly changing environment. Your customer obsession and sharp commercial judgment will help to identify opportunities that deliver both immediate impact and long-term value. As an Amazon culture ambassador, you'll champion our leadership principles and foster an environment of innovation and continuous improvement. You'll actively seek out new challenges, take on expanded responsibilities, and consistently deliver results that exceed expectations.
This role will require significant international travel (up to 30%).
THIS ROLE IS ALSO AVAILABLE IN LONDON, U.K.
Key job responsibilities
Strategic Leadership and Program Management:
Build, implement and provide leadership for the global outsourced customer service network.
Lead strategic planning, define and execute strategies aligned with business goals.
Intake, scope, implement, manage and measure key global programs and strategic initiatives.
Effectively utilize project management skills to track actions, timelines, owners and status and identify, and mitigate risks.
Innovation, Customer Experience and Change Management:
Develop and implement standards, mechanisms and systemic solutions that simplify complex processes and are highly scalable to optimize for customer experience, cost, and compliance aspects.
Facilitate knowledge sharing and benchmarking across the network.
Stay up to date on and lead (technological) innovation initiatives.
Develop and implement change strategies and communication.
Commercial Excellence and Vendor Governance:
Lead procurement processes, and support contract administration.
Negotiate successfully internally and with external outsourcing partners.
Conduct due diligence to inform long term decisions (footprint, vendor, etc.).
Inform policy and audit programs to ensure CS operations comply with Amazon's and other standards (security, legal, financial, code of conduct).
A day in the life
As a Senior Program Manager for Kuiper CS, you'll help define the future of our global customer experiences! Your day might begin with a strategic planning session to design new service programs, followed by collaborating with outsourcing partners to implement innovative support solutions. You'll lead cross-functional meetings to align Amazon requirements with customer service capabilities and partner with vendor managers to develop and optimize vendor relationships.
Throughout the day, you'll analyze program performance data, identify opportunities for improvement, and drive strategic initiatives that enhance our service delivery. You will quickly understand project details, and communicate the status to different audiences, including executive reviews. Whether you're crafting new operational frameworks, developing vendor governance models, or leading transformation projects, you'll be at the forefront of building Kuiper's customer service network from the ground up, making each day both challenging and rewarding.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan
Basic Qualifications
Bachelor's degree
5+ years of program or project management experience
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Experience using data and metrics to determine and drive improvements
7+ years of relevant experience in customer service required, working across multiple geographies
Preferred Qualifications
Master's degree
PMP
Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
+5 years of experience leading highly technical (customer service) operations
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.
