Senior Program Manager, Emergency Services, Leo Global Customer Operations

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.

Basic Qualifications: - 7+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- 5+ years of experience in Public Safety, Emergency Response, or related emergency services domain Preferred Qualifications: - Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Knowledge of general AI tools
- Experience in vendor management
- 5+ years of high-volume, high-intensity environment such as a security operations center, event security, call center, or crisis management/emergency response center experience
- Experience in English-language communication skills, both written and verbal

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, VA, Arlington - 115,600.00 - 160,000.00 USD annually
USA, WA, BELLEVUE - 115,600.00 - 160,000.00 USD annually