Senior Program Manager, Emergency Services, Leo Global Customer Operations

Job description

Amazon Leo is Amazon's low Earth orbit satellite network. Our mission is to deliver fast, reliable broadband connectivity to customers beyond the reach of existing networks. From households to small businesses, schools, hospitals, and government agencies, Amazon Leo will serve communities and organizations operating in places without dependable internet access.

We are looking for a Senior Program Manager to deliver the emergency services program within Leo Global Customer Operations. This is a cross-functional role responsible for driving standardization, strategy, and execution of telecommunications and call center operations across American and international markets, ensuring customers can access critical emergency connectivity when every second matters.

You will build and run the day-to-day program, drive BPO partner strategy, launch readiness, and ongoing operational excellence for emergency services contact center operations spanning multiple countries, languages, and regulatory environments. You will apply your domain expertise in emergency services protocols, contact center operations, and global program management at scale to deliver the program successfully.

Key job responsibilities

- Own the program strategy, roadmap, and end-to-end execution for our call center operations and telecom needs

- Own vendor/BPO partner relationships for contact center operations including selection, onboarding, performance management, quality oversight, and service level governance

- Execute and deliver scalable solutions that support multiple countries, languages and regulatory environments

- Drive cross-functional coordination across internal and external teams including engineering, operations and other support teams

- Develop and execute launch playbooks for new market expansions, ensuring operational readiness across training, technology, workforce planning, and compliance requirements

- Establish and monitor key operational metrics, escalation frameworks, and continuous improvement mechanisms for emergency services delivery

- Ensure compliance with emergency services standards, protocols, and regulatory requirements (e.g., eCall, NG911, E112) across all supported markets

- Apply program management methodologies to develop large-scale project plans, milestones, and mechanisms that drive predictable outcomes across the program lifecycle

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.