Customer Operations Product Manager, LEO Enterprise Customer Support

Amazon Leo Customer Support Experience Strategy

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.

Key Job Responsibilities

Define and own the end-to-end customer support experience strategy for Amazon Leo's Enterprise Mobility/B2B2X business, establishing scalable processes from the ground up including case management workflows, escalation protocols, SLA definitions, and quality assurance standards tailored to telecom ISP and SATCOM partner requirements. Partner with Sales, Engineering, Operations, and Business Development teams to align customer support processes with business objectives while building strong relationships with telecom ISP and SATCOM partners to understand their unique support needs and expectations for B2B2X models (Reseller, Sales Agent, Distributor). Define and track key performance indicators for customer support operations including resolution times, customer satisfaction scores, first-contact resolution rates, and partner NPS, while establishing governance frameworks for continuous improvement through feedback loops, root cause analysis processes, and operational reviews. Lead cross-functional initiatives to launch new support capabilities, tools, and processes that scale with business growth, managing vendor relationships and evaluating build vs. buy decisions for support platforms and ticketing systems. Conduct deep-dive analyses of customer support data to identify trends, systemic issues, and opportunities for proactive support interventions, championing the voice of telecom ISPs and SATCOM partners in product and business decisions. Create the product roadmap for customer operations capabilities, prioritizing initiatives that drive partner satisfaction and operational efficiency while influencing senior leadership on customer operations strategy, resource allocation, and investment priorities through data-driven insights and business cases.