Sr. Program Manager, Global Field Service

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.

Project Kuiper is seeking a talented individual to manage the launch of Field Service for B2B customers.

This role is responsible for leading a program that will launch our professional installation and customer support experiences for B2B.

We are looking for a data-driven individual with a relentless focus on delighting customers and ensuring operational excellence.

The ideal candidate is a self-starter who is comfortable launching and operating field service operations and device fulfillment with global responsibilities.

In this role, you will work with a range of technical and non-technical teams to develop relationships with external partners, support partner onboarding, own the end-to-end field service experience, and undertake detailed performance analysis of all partners.

The scope of this role focuses on delivering against key business goals while also innovating and finding efficiencies during the launch of a worldwide service

Key job responsibilities
- Build and launch Field Service operations for Project Kuiper's B2B channel, focusing on early access customers and strategic partnerships while developing specialized service protocols that can scale globally.

- Lead end-to-end execution of Field Service delivery during early testing programs, establishing scalable processes and operational excellence standards that will form the foundation of our worldwide service model.

- Develop and maintain relationships with external Field Service partners across global markets, administer purchase orders and contracts, and ensure consistent service delivery meets or exceeds Kuiper's quality standards in diverse operating environments.

- Scale customer service processes worldwide that deliver exceptional customer experiences, including creating escalation paths and specialized handling protocols.

- Create comprehensive business proposals and strategy documents that consider all aspects of Field Service delivery (finance, legal, tax, worldwide considerations), effectively communicating complex technical and operational concepts to diverse stakeholders

Export 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.

A day in the life
The role will serve as the primary interface between Kuiper's technical teams and the Field Service delivery network:

- Collaborate with cross-functional teams (Engineering, Operations, Customer Experience, Finance, Legal) to build scalable Field Service processes worldwide
- Meet with external Field Service partners to plan upcoming operations, review service quality metrics and address any operational challenges.
- Analyzing customer feedback from early operations to rapidly identify process improvements.
- Develop specialized service protocols for different global regions
- Prepare business proposals for expanded Field Service capabilities
- Participate in executive reviews to communicate program status and strategic direction
- Administer and negotiate contracts with implementation partners across multiple markets

About the team
The Global Customer Operations team focuses on delivering exceptional customer experiences through Field Service and Customer Support.

We aim to improve customer satisfaction and operational efficiency through process optimization, technology, and a culture of empowerment.

Our global team is focused on launching exceptional products that meet and exceed customer expectations.
Basic Qualifications
- 5+ years of program or project management experience
- 5+ years of vendor management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Preferred Qualifications
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Demonstrated experience in launching new products, features, and programs in a cross-functional environment.

The ideal candidate will have a track record of successfully coordinating with multiple teams to bring innovative solutions to market.

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.

Required Skill Profession

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