Program Manager, Mission Critical Solutions

The AWS Sr. Program Manager (AWS Sr. PM) serves as one of the primary points of contact for the relationship with AWS and is responsible for ensuring customer satisfaction with the level of service and support they are receiving as well as recognizing and identifying opportunities for customer growth. The individual in this position oversees the contract management support team for AWS including any Contract Managers (CMs), CM Assistants and on-site administrative support. The AWS Sr. Program Manager is responsible for the team monitoring contract profitability and auditing the entire contract annually as well as ensuring all pertinent contract information is maintained. The AWS Sr. Program Manager must be committed and dedicated to excellent customer service, conduct themselves in a professional manner and possess the ability to resolve customer concerns under any circumstance.
High school diploma or equivalent required; bachelor's degree preferred.
10+ years of experience managing large, complex customer accounts and service programs.
Experience supporting enterprise customers with annual contract portfolios exceeding $25 million.
Strong knowledge of HVAC, mechanical, electrical, facilities management, or building systems operations.
Experience within managed services, facility services, field service, or maintenance delivery environments.
Proven ability to manage customer relationships, operational performance, and contract profitability.
Experience leading cross-functional teams in a multi-site environment.
Strong business, financial, and analytical acumen.
Excellent communication, presentation, and customer-facing skills.
Proficiency with CMMS platforms and Microsoft Office applications.
Preferred Qualifications
Experience supporting hyperscale data center, mission critical, or cloud infrastructure customers.
Knowledge of self-perform HVAC and mechanical service delivery models.
Experience managing subcontractor networks and service provider relationships.
Familiarity with facilities maintenance programs, preventive maintenance strategies, and service-level agreements (SLAs).
Experience conducting executive business reviews and presenting performance metrics to senior stakeholders.
Key Responsibilities Customer Relationship Management
Serve as a primary point of contact for AWS and maintain strong customer relationships across assigned accounts.
Ensure customer satisfaction through proactive communication, issue resolution, and service excellence.
Participate in customer meetings, business reviews, site visits, and strategic planning sessions.
Identify opportunities to expand service offerings and strengthen customer partnerships.
Escalate and coordinate resolution of operational or service-related concerns.
Program and Service Delivery Leadership
Oversee the successful delivery of facility operations, maintenance, and managed service programs.
Establish and monitor key performance indicators (KPIs) to drive service quality, responsiveness, and customer satisfaction.
Ensure effective onboarding and implementation of new customer sites and service agreements.
Lead contract governance activities, including audits, renewals, compliance reviews, and operational assessments.
Support continuous improvement initiatives and share best practices across the organization.
Financial and Contract Management
Monitor contract performance, profitability, and operational metrics.
Partner with operations, finance, and sales teams to ensure accurate billing, invoicing, and financial reporting.
Review subcontractor performance, work quality, and associated costs.
Ensure contract documentation, service records, and customer information remain accurate and up to date.
Team Leadership
Provide leadership and support to Contract Managers, Coordinators, and administrative support personnel.
Establish performance expectations and accountability measures for team members.
Participate in performance evaluations, coaching, development planning, and succession planning activities.
Foster a culture of collaboration, customer focus, and operational excellence.

Skills
AWS, Auditing, Onboarding, HVAC, Documentation