Customer Experience Operations Manager, Amazon Leo Enterprise Customer Support

Amazon Leo Enterprise Support Operations Manager

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.

Key job 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

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.

Basic Qualifications:

• 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
• Experience working shifts as needed (may have global response ownership requiring open availability during scheduled on-call coverage)

Preferred Qualifications:

• Previous AWS Enterprise Support Concierge / Builders experience
• Experience in logistics, or supply chain operations

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $125,100/year in our lowest geographic market up to $216,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.