Sr Manager, Service Delivery, Global Enterprise Services

Job description

Description
Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO).

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.

The Project Kuiper business operations team is looking for a Sr Manager, Service Delivery to manage and build a team of Customer Delivery Managers (CDM) and Technical Account Managers (TAM).

In this role, you will work closely with customers and our delivery engineering team to design, implement, and manage Kuiper Satellite Services that meet the customer technical requirements and business objectives.

Your team 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 introduce value added services, and managing risks throughout the project or ongoing service contract.

The role and team will interface with cross-functional program / product management, business development, sales, and enterprise customers to conduct early on-site testing, technical onboarding, and acceptance testing for Kuiper enterprise customers.

Join us and make a difference for people and businesses around the world.

Key job responsibilities
Collaborate with sales and business development leaders to plan and execute technical on-boarding and acceptance testing for Kuiper Satellite Services delivered to enterprise and mobility customers

Manage assisted ordering process, system integration and acceptance process for Kuiper business customers spanning telco backhaul, industrial IoT, corporate enterprise, aviation, maritime, and other mobility customers

Work with Kuiper 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

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 on-boarding

Advocate for the customer experience, coordinating with Customer Care teams around the rules of engagement during and post service delivery

Export Control Requirements: 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
7+ years of working directly with enterprise or mobility customers, leading complex end-to- end system integration or on-site service delivery projects

5+ years of managing a customer delivery or service organization

Experience in consulting services, business development, and technical sales

Bachelor’s degree, or equivalent experience as a technical specialist in wireless communication systems
Preferred Qualifications
3+ years of hands-on work managing complex wireless or network technology deployments

3+ years of working directly with satellite or cellular technology

Experience managing programs across cross-functional teams, building processes, earning trust with stakeholders, and coordinating wireless service development milestones / launch criteria / schedules across internal engineering and 3P partner ecosystem

Certifications and/or relevant hands-on work experience deploying cloud-native applications and microservices for enterprise IT workloads, preferably on AWS

Deep understanding of telco infrastructure including layer2/layer3 networking, integration with SDWAN devices, network security, and system integration with existing OSS / BSS systems

Strong RF experience (telco or satellite) with hands-on experience managing site surveys, installation best practices, assessing link budget/SINR, signal interference, spectrum management / coordination with other wireless systems

In-depth knowledge and working experience with device networking software stack, troubleshooting, and call flows including related protocols for cell (spot) acquisition, RACH, registration, mobility, and data session establishment

Detailed understanding of managed network services for enterprise and government, including the convergence of satellite and terrestrial networks

Deep knowledge of wireless technologies – Satellite Payloads, Ground Systems and Operations, 2G/3G/4G/5G, Packet Core and RAN, Data Plane vs Control Plane, VoIP, Emergency Services, 3GPP Standards

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 $140,600/year in our lowest geographic market up to $243,100/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.

Required Skill Profession

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