Customer Operations Product Manager, LEO Enterprise Customer Support

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.

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 Leos 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.

- Experience leading and influencing the data strategy of your team or organization
- Bachelors degree in Business Engineering or related field with 8 years of product management customer operations or program management experience in telecom ISP SATCOM or enterprise mobility industries
- Demonstrated track record of establishing customer support processes and operational frameworks from the ground up for B2B or B2B2X business models including Reseller Sales Agent or Distributor channels
- Deep understanding of telecom/ISP customer support operations including case management systems escalation workflows SLA management and quality assurance standards
- Experience in Customer Support product or program management

- Experience working across functional teams and senior stakeholders
- Experience in influencing senior leadership through data driven insights
- Satellite Communication Experience

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at WA BELLEVUE - 136000.00 - 184100.00 USD annually