Senior Technical Program Manager, Customer Delivery Operations, Amazon Leo

Amazon Leo is building the world’s most advanced satellite broadband network to deliver fast, affordable connectivity to underserved communities and enterprise customers around the globe. Global Enterprise Services (GES) is the customer-facing organization that ensures enterprise customers realize the full value of Amazon Leo’s connectivity solutions. As a Senior Technical Program Manager for Customer Delivery (CD) Operations, you will enable a globally distributed team of Customer Delivery Managers (CDMs) and Technical Account Managers (TAMs) to operate at scale. This role is a hybrid of program management and technical systems ownership — you will own the rhythm of business, architect operational platforms, design scalable processes, and drive cross-functional alignment to ensure the CD team delivers customer outcomes that meet contractual commitments and retention targets as the enterprise portfolio grows from dozens to thousands of customers. Technical in this context refers to systems design, process engineering, and platform architecture — not satellite or network engineering. You will approach operational challenges with an engineering mindset: designing systems that scale, building automation that reduces manual toil, and architecting reporting and workflow solutions on platforms like Salesforce that account for complex business logic where native capabilities fall short. You ensure the right information surfaces at the right time, that commitments are tracked and delivered, and that operational infrastructure grows with the business. You are the primary coordination point between CD and global Business Development (BD) teams — ensuring seamless handoffs, clear accountability, and data-driven decisions across regions. The CD team manages enterprise customers across the full post-contract lifecycle — from onboarding through ongoing technical account management. Your scope includes all enterprise customers served through direct backhaul and expanding B2B connectivity models. Maritime, aviation, land mobility, and partner channels are not in scope. This is not a people-management role. You will operate in a matrix capacity, supporting CDMs and TAMs across North America, EMEA, and APJ without direct reports. Your influence comes through operational excellence, data clarity, and process design that enables the team to do their best work. The ideal candidate is a structured thinker who builds organized approaches in undefined problem spaces, designs systems that scale, and has equal comfort in a Salesforce dashboard and a leadership review. You understand that what works for 10 customers will not work for 10,000 — and you design accordingly. Key job responsibilities Operational Rhythm & Governance • Own the CD team’s operating cadence: pipeline reviews, assignment governance, weekly/monthly business reviews, and escalation tracking • Design and run mechanisms that give CD leadership and team members real-time visibility into portfolio health, customer status, and resource allocation • Track commitments across the CD team and cross-functional partners; surface blockers proactively and drive resolution • Coordinate with global BD teams on pipeline handoffs — ensuring closed deals transition smoothly into customer delivery regardless of region • Support headcount planning, workforce capacity modeling, and hiring coordination, including role prioritization and regional sequencing Reporting, Dashboards & Data Architecture • Own Salesforce reporting architecture for the CD team — design custom report types, build and maintain dashboards, and evolve reporting logic as the business scales • Architect reporting solutions that account for complex business rules (eligibility criteria, reassessment triggers, assignment status) where Salesforce native capabilities fall short — including custom objects, formula logic, and flow automation • Design data pipelines and integration logic across