Customer Experience Product Manager, LEO Enterprise Customer Support

Amazon•Bellevue, WA

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. 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. The Business Customer Experience team seeks an experienced Enterprise Support leader to establish and drive our advanced support operations. Selected candidate will develop comprehensive troubleshooting run books, processes and establish technical metrics focusing on critical network performance indicators including latency thresholds, packet loss rates, jitter tolerance, and overall network availability. The ideal candidate will implement KPIs tracking mean-time-to-restore (MTTR), contact resolution rates, service degradation patterns, and network performance trends across our global infrastructure. You'll be responsible for monitoring service health through key network metrics, managing technical escalation workflows, and ensuring consistent incident resolution while maintaining optimal end-to-end network performance. Experience with satellite network operations or within AWS Support organization is preferred as you'll collaborate with engineering teams to resolve complex technical issues involving network stability, throughput optimization, and service quality improvements. The role requires expertise in driving operational excellence through quantifiable technical metrics, optimizing team performance, and maintaining high customer satisfaction in a 24x7 technical support environment.

Requirements

5+ years of product or program management, product marketing, business development or technology experience
Bachelor's degree or equivalent
Experience owning/driving roadmap strategy and definition
Experience with end to end product delivery
Experience with feature delivery and tradeoffs of a product
4+ years of technical support experience, or experience with AWS services or other cloud offerings
Experience in influencing senior leadership through data driven insights
Experience working across functional teams and senior stakeholders

Nice To Haves

Satellite Communication Experience
Experience with satellite network operations or within AWS Support organization

Responsibilities

Develop comprehensive troubleshooting run books and processes.
Establish technical metrics focusing on critical network performance indicators including latency thresholds, packet loss rates, jitter tolerance, and overall network availability.
Implement KPIs tracking mean-time-to-restore (MTTR), contact resolution rates, service degradation patterns, and network performance trends across our global infrastructure.
Monitor service health through key network metrics.
Manage technical escalation workflows.
Ensure consistent incident resolution while maintaining optimal end-to-end network performance.
Collaborate with engineering teams to resolve complex technical issues involving network stability, throughput optimization, and service quality improvements.
Drive operational excellence through quantifiable technical metrics.
Optimize team performance.
Maintain high customer satisfaction in a 24x7 technical support environment.