Senior Program Manager, Voice of the Customer , Leo Global Customer Operations

Amazon Leo is Amazons low Earth orbit satellite network. Our mission is to deliver fast reliable broadband connectivity to customers beyond the reach of existing networks. From households to small businesses schools hospitals and government agencies Amazon Leo will serve communities and organizations operating in places without dependable internet access.

We are looking for a Senior Program Manager to own the Voice of the Customer (VoC) program for Amazon Leo a greenfield build spanning both consumer (B2C) and enterprise (B2B) customer segments. This is a high-visibility cross-functional role responsible for designing and operating the systems that transform customer feedback into actionable business intelligence driving continuous improvement across the full customer journey from purchase through active service. This role is the architect of tools systems and customer connections someone with a strong appetite for big data technical depth to build and operate analytics infrastructure and marketing acumen to translate customer signals into compelling narratives that drive action across the organization.
You will set the strategy build the operational infrastructure and run the day-to-day program working across product engineering customer service field service marketing legal and data science to close the loop on customer feedback at scale.


Key job responsibilities
Own end-to-end VoC program design and operations across B2C and B2B segments including survey strategy feedback touchpoint mapping and escalation frameworks
Partner with third-party vendors and internal engineering teams to integrate survey delivery across web in-app email and field service channels
Define and maintain VoC metrics including CSAT NPS and operational proxy metrics and establish escalation thresholds that trigger cross-functional action
Build and operate real-time monitoring mechanisms including flash reports dashboards and daily standup cadences especially during high-intensity launch windows
Lead cross-functional triage for customer-reported issues routing signals to the appropriate owning teams (product network engineering hardware CS field service) and tracking resolution
Design and operate business review cadences (daily weekly monthly quarterly) that connect customer feedback to leadership decision-making
Collaborate with legal privacy and security teams to ensure survey and data handling practices meet compliance requirements
Define go/no-go quality gates for new market launches using VoC-derived customer satisfaction and service reliability metrics
Build and maintain the VoC analytics infrastructure in partnership with BI engineers ensuring data from multiple feedback channels feeds a single source of truth

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.

- Bachelors degree
- 5 years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy end to end delivery and communicating results to senior leadership
- Experience working cross functionally across several teams

- 2 years of driving process improvements experience
- Knowledge of general AI tools
- Experience in survey design and datasets
- Experience building and operating customer feedback or VoC programs at scale
- Background in consumer electronics connectivity services or hardware-as-a-service products
- Experience managing VoC programs across both consumer and enterprise customer segments
- Familiarity with AWS data and analytics services (QuickSight S3 etc.)
- Experience in a launch or early commercial stage environment; comfort operating under ambiguity with high urgency
- Track record of building programs from scratch without inherited infrastructure or playbooks

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 - 115600.00 - 160000.00 USD annually