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Description

Amazon Leo is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit. Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Amazon Leo will help close the digital divide by delivering fast, affordable broadband to a wide range of customers operating in places without reliable connectivity.

The Amazon Leo business operations team is looking for a Sr. Customer Delivery Manager to join our Global Enterprise Services organization, supporting our rapidly growing North American enterprise customer base. You will lead technical onboarding and service delivery for Fortune 500 enterprises, telecommunications providers, and other organizations deploying Amazon Leo satellite connectivity across the United States, Canada, and Mexico. This role requires expertise in managing large-scale, geographically distributed deployments while navigating complex regulatory requirements and customer security protocols.

In this role, you will work closely with customers to design, implement, and manage the onboarding and delivery of Amazon Leo Satellite Services to meet customer technical requirements and business objectives. You 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 introducing value-added services, and managing risks throughout customer onboarding or ongoing service contract.


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

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

Work with Amazon Leo 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

Lead multi-site deployment programs across North America

Develop and execute customer-specific onboarding playbooks

Coordinate with Field Service Partners (FSPs) for installation scheduling, quality assurance, and issue resolution

Manage customer acceptance testing programs including ATP (Acceptance Test Plan) development and execution

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 onboarding

Drive continuous improvement initiatives based on deployment learnings and customer feedback

Serve as escalation point for complex integration challenges during customer onboarding

Facilitate business reviews with internal Amazon Leo teams

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

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.


About the team
As a member of Global Enterprise Services (GES), you will be joining the Customer Delivery (CD) team, a customer-facing regional group of experts that serves as the technical execution engine behind all B2B direct and indirect customers.