Customer Experience Operations Manager, Amazon Leo Enterprise Customer Support

Amazon • Bellevue, WA

1d

About The Position

Amazon Leo is Amazon’s low Earth orbit satellite network. Our mission is to deliver fast, reliable internet connectivity to customers beyond the reach of existing networks. From individual households to schools, hospitals, businesses, and government agencies, Amazon Leo will serve people and organizations operating in locations without reliable connectivity. As an Amazon LEO Enterprise Support Operations Manager, you will lead a team dedicated to delivering exceptional support experiences to our most strategic customers in the logistics and transportation space. This role focuses on providing white-glove support and driving operational excellence across enterprise customer engagements within the Amazon LEO ecosystem.

Requirements

• Bachelor's degree, or 5+ years of professional experience
• Experience managing executive customer relationships and key business stakeholders
• Experience in operational excellence, security compliance, and distributed systems resiliency
• 8+ years of experience in customer-facing roles, with 5+ years in leadership positions
• Proven track record of leading large-scale global customer support operations
• Experience working shifts as needed (may have global response ownership requiring open availability during scheduled on-call coverage)
• 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.

Nice To Haves

• Previous AWS Enterprise Support Concierge / Builders experience
• Experience in logistics, or supply chain operations
• Experience with data analysis and business intelligence tools
• Multi-lingual capabilities

Responsibilities

• Lead and develop a team of Enterprise Support Concierge specialists, providing mentorship, career development, and performance management
• Drive operational excellence and standardization in support delivery for Amazon LEO services and solutions
• Build and maintain strategic relationships with stakeholders across the value chain
• Partner with global peers to oversee the development and execution of support strategies for enterprise customers
• Collaborate with Sales, Solutions Architecture, and Product teams to ensure seamless customer experience
• Design and implement metrics and processes to enhance customer satisfaction
• Manage high-priority escalations and critical situations
• Lead continuous improvement initiatives across the support organization
• Foster strong partnerships with cross-functional teams to optimize service delivery

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees