Senior Program Manager, Alexa Enterprise Support

Senior Program Manager For Alexa Enterprise Support

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 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 dailyfrom 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.