Project Kuiper is an initiative to increase global broadband access through a constellation of over 3,000 satellites in low Earth orbit. 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.

We're looking for a dynamic Senior Program Manager to join our Customer Service (CS) team and help shape an extraordinary customer experience. In this exciting global role, you'll be responsible for the design and launch of innovative CS programs that enable operational excellence, customer trust and cost efficiency across our outsourced operations. Your focus areas will span network design and planning, procurement, vendor governance and operations enablement.

This high-visibility position requires a leader who owns outcomes and drives results. Your ability to toggle between big-picture thinking and tactical execution will ensure daily wins and long-term success. You will drive strategic initiatives from concept to completion, requiring you to influence without authority and make swift data-driven decisions in a rapidly changing environment. Your customer obsession and sharp commercial judgment will help to identify opportunities that deliver both immediate impact and long-term value. As an Amazon culture ambassador, you'll champion our leadership principles and foster an environment of innovation and continuous improvement. You'll actively seek out new challenges, take on expanded responsibilities, and consistently deliver results that exceed expectations.

This role will require significant international travel (up to 30%).

THIS ROLE IS ALSO AVAILABLE IN LONDON, U.K.

Key job responsibilities
Strategic Leadership and Program Management:
- Build, implement and provide leadership for the global outsourced customer service network.
- Lead strategic planning, define and execute strategies aligned with business goals.
- Intake, scope, implement, manage and measure key global programs and strategic initiatives.
- Effectively utilize project management skills to track actions, timelines, owners and status and identify, and mitigate risks.

Innovation, Customer Experience and Change Management:
- Develop and implement standards, mechanisms and systemic solutions that simplify complex processes and are highly scalable to optimize for customer experience, cost, and compliance aspects.
- Facilitate knowledge sharing and benchmarking across the network.
- Stay up to date on and lead (technological) innovation initiatives.
- Develop and implement change strategies and communication.

Commercial Excellence and Vendor Governance:
- Lead procurement processes, and support contract administration.
- Negotiate successfully internally and with external outsourcing partners.
- Conduct due diligence to inform long term decisions (footprint, vendor, etc.).
- Inform policy and audit programs to ensure CS operations comply with Amazon’s and other standards (security, legal, financial, code of conduct).


A day in the life
As a Senior Program Manager for Kuiper CS, you'll help define the future of our global customer experiences! Your day might begin with a strategic planning session to design new service programs, followed by collaborating with outsourcing partners to implement innovative support solutions. You'll lead cross-functional meetings to align Amazon requirements with customer service capabilities and partner with vendor managers to develop and optimize vendor relationships.

Throughout the day, you'll analyze program performance data, identify opportunities for improvement, and drive strategic initiatives that enhance our service delivery. You will quickly understand project details, and communicate the status to different audiences, including executive reviews. Whether you're crafting new operational frameworks, developing vendor governance models, or leading transformation projects, you'll be at the forefront of building Kuiper's customer service network from the ground up, making each day both challenging and rewarding.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan