Customer Experience 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
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. Youll 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 youll 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.

- 5 years of product or program management product marketing business development or technology experience
- Bachelors 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
- 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