Senior Program Manager, Alexa Enterprise Support

Description

Are you passionate about driving seamless enterprise technology deployments at scale? Do you want to lead critical initiatives that directly impact revenue growth and customer success for Amazon's fastest-growing smart property platform? We're seeking a Senior Program Manager to establish and own dedicated deployment program management for Alexa Smart Properties enterprise customers.

As a Senior Program Manager for Alexa Enterprise Support, you will build and execute deployment program strategy for high-volume enterprise customers including hospitality chains, senior living facilities, and major enterprise partners. You'll be responsible for ensuring exceptional deployment success rates, coordinating real-time support during critical installation phases, and establishing scalable processes that protect revenue growth while delivering exceptional customer experiences.

Key job responsibilities

• Own and develop end-to-end deployment program strategy, processes, and SLAs for enterprise ASP customers

• Coordinate real-time deployment support with AES Support Engineers during critical installation phases

• Build repeatable deployment processes for high-volume customers deploying 1000+ devices per property

• Manage cross-functional relationships with internal teams and enterprise customers throughout deployment lifecycle

• Proactively identify and mitigate deployment risks before they impact customer timelines or satisfaction

• Drive deployment success metrics including first-attempt success rate and customer satisfaction scores

• Reduce average deployment timelines through proactive program management and process optimization

• Minimize revenue recognition delays caused by deployment issues across growing enterprise customer base

• Document deployment procedures and train backup program managers to ensure scalable knowledge transfer

• Establish and track key performance metrics related to deployment completion rates and customer escalations

A day in the life

Your day centers around coordinating enterprise deployments by managing cross-functional teams, monitoring real-time installation progress, and ensuring deployment success across cruise lines and hospitality customers. You'll spend time in stakeholder meetings, addressing deployment blockers, and maintaining the processes that drive deployment success rates while protecting customer relationships and revenue growth.

About the team

Alexa Enterprise Support (AES) is a dynamic global team delivering specialized technical support to enterprise partners building innovative solutions with Amazon's voice and smart home technologies. We tackle complex, mission-critical challenges daily—from troubleshooting sophisticated multi-device integrations in hospitality and senior living to providing architectural guidance for custom enterprise implementations. Our team works directly with major enterprises, solving unique technical problems across Amazon's device portfolio while building deep expertise in voice AI, smart home, and IoT technologies. It's fast-paced, technically diverse work where every challenge is different.

Basic Qualifications

• 5+ 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

Preferred Qualifications

• 2+ years of driving process improvements experience

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.