Program Manager, Leo, Leo Global Command Center NPaaS

Amazon Leo is Amazons 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.
Were at the frontier of space-based internet technology and with that comes the thrill of building something entirely new along with the unique challenges of operating a service that spans ground infrastructure orbital assets and customer homes. When things go wrong at scale a firmware update impacts thousands of devices satellite coverage doesnt meet demand or a field service visit makes headlines on social media someone needs to take command. That someone is you.


Key job responsibilities
The Network Solutions Global Command Center (GCC) Leo team is looking for a Program Manager who thrives in high-stakes fast-moving environments. Youll be the calm in the storm coordinating across Field Services Engineering Legal PR and Security Operations to protect our customers and our brand in real-time. If youre excited about satellite technology love solving complex problems under pressure and want to be part of a venture thats literally changing the world from space we want to hear from you.

Key job responsibilities

- Manage high-severity incidents impacting Leo satellite internet customers by running bridge calls and coordinating with Field Services Product Engineering PR Legal and Security Operations teams to drive resolution
- Triage technical incidents (firmware failures weather events bandwidth degradation) and coordinate with relevant teams to identify root cause and resolution path
- Initiate and manage proactive customer communications including website/app banners IVR updates and mass notifications to reduce anxiety contacts during known issues
- Protect contact channels by identifying known-issue volume and ensuring customers with genuine issues can reach Leo Customer Service without congestion
- Provide regular timely updates to senior leadership with clear customer impact assessments resolution timelines and status indicators
- Monitor social media escalations involving field service agents or customer property incidents and coordinate PR/Legal/Security response to protect Leo brand
- Coordinate with Legal and PR teams on sensitive incidents requiring external messaging particularly those involving customer property damage social media traction or regulatory implications
- Dive deep into incident data identify systemic problems and present solutions and preventive measures to leadership
- Develop maintain and execute Standard Operating Procedures for incident response scenarios including coordination playbooks for cross-functional teams
- Track satellite coverage vs. customer demand mismatches and coordinate with Marketing to pause promotions when capacity is insufficient

- 2 years of program or project management experience
- 3 years of Computerized Maintenance Management System program experience
- 3 years of maintenance planner/scheduler in industrial maintenance manufacturing or distribution industries experience
- 3 years of advanced Microsoft Word and Excel experience
- Bachelors degree in relevant field or 2 years of Amazon RME (BB/3P) full time experience
- Work a flexible schedule/shift/work area including weekends nights and/or holidays

- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Experience using Microsoft Projects software
- Experience with material handling systems (MHS) installation operation and maintenance
- Experience working in an analytical environment with cross-functional teams

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