Customer Experience Operations Manager, Amazon Leo Enterprise Customer Support

Amazon•Bellevue, WA

17d

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)
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