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# Partner Support Technical Program Manager, LEO...

- **Company:** Amazon.com, Inc.
- **Location:** Bellevue, WA, United States
- **Experience:** Expert
- **Salary:** $148,700.0 - $201,200.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Systems Engineering, Software as a Service, Cloud Computing, Network Monitoring, Satcom, Information Technology, Data Analytics
- **Published:** August 10, 2026
- **Apply:** https://www.juju.com/job/00000000gmjt2v

## About the Role

5+ years of technical product or program management experience

 - Experience managing programs across cross functional teams, building processes and coordinating release schedules

 - Experience leading highly technical programs involving infrastructure, complex systems, systems engineering

 - Bachelor's degree in engineering, computer science or equivalent

 - Experience defining KPI's/SLA's used to drive large scale businesses and reporting to senior leadership

Preferred Qualifications

 - 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience

 - Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules

 - Experience within Telco, Cloud or SAAS space is preferred

## Description

Define and own the end-to-end partner support strategy for Amazon Leo's Enterprise Partner (B2B2X) and Telco business; establishing scalable case management workflows, escalation protocols, SLA definitions, and quality assurance standards tailored to telecom ISP and SATCOM partners. Drive technical architecture requirements for support infrastructure including ticketing design, influence customer facing tooling with engineering. Lead end to end design reviews to ensure systems scale with partner growth and integrate with network monitoring and service delivery.

Partner with Engineering as a technical support counterpart in decisions defining integration requirements, influencing API contract design, and driving support tooling. Collaborate with Sales, Marketing, Operations, and Business Development to align support processes with business objectives across B2B2X models (Reseller, Sales Agent, Distributor).

Define and track KPIs including resolution times, CSAT, first-contact resolution, cost to serve and partner NPS; establish governance frameworks through feedback loops, root cause analysis, and operational reviews. Conduct deep-dive analyses of support data to identify trends, systemic issues, and proactive intervention opportunities; champion the voice of Partners in product and business decisions.

Create the program roadmap for customer operations capabilities; influence senior leadership on strategy, resource allocation, and investment priorities through data-driven business cases.

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.


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