Sr Manager, Service Delivery, Global Enterprise Services

Sr Manager, Service Delivery

Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. The Project Kuiper business operations team is looking for a Sr Manager, Service Delivery to manage and build a team of Customer Delivery Managers (CDM) and Technical Account Managers (TAM). In this role, you will work closely with customers and our delivery engineering team to design, implement, and manage Kuiper Satellite Services that meet the customer technical requirements and business objectives. Your team 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 introduce value added services, and managing risks throughout the project or ongoing service contract. The role and team will interface with cross-functional program/product management, business development, sales, and enterprise customers to conduct early on-site testing, technical onboarding, and acceptance testing for Kuiper enterprise customers. Join us and make a difference for people and businesses around the world.

Key job responsibilities:

• Collaborate with sales and business development leaders to plan and execute technical on-boarding and acceptance testing for Kuiper Satellite Services delivered to enterprise and mobility customers
• Manage assisted ordering process, system integration and acceptance process for Kuiper business customers spanning telco backhaul, industrial IoT, corporate enterprise, aviation, maritime, and other mobility customers
• Work with Kuiper 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
• 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 on-boarding
• Advocate for the customer experience, coordinating with Customer Care teams around the rules of engagement during and post service delivery

Export Control Requirements: 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.