Technical Support Quality Manager, Amazon Leo 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.

We are seeking a Technical Support Quality Manager to define and lead the quality assurance function for Amazon Leos Customer Experience & Support organization. This role owns the end-to-end quality framework spanning both B2B (Enterprise Partner Telco B2B2X) and B2C (Direct-to-Consumer) support channels. You will establish the standards measurement systems and continuous improvement programs that ensure every customer and partner interaction meets Amazons bar for excellence.

The ideal candidate is a certified Six Sigma Black Belt with deep experience driving quality transformation in complex multi-channel support environments ideally within the SATCOM or ISP/Telco industry.

Key job responsibilities
Directly evaluate and improve the quality of technical support interactions including satellite network troubleshooting connectivity diagnostics account management and service configuration support delivered to Leo customers. Establish mechanisms to systematically identify and drive resolution of repetitive or serious customer support problems. Simplify and reduce operational expenditure through quality-driven process optimization.

Quality Framework Ownership: Define implement and govern the end-to-end quality assurance framework across all support tiers (Tier 13) channels and customer segments (B2B and B2C). Establish scoring rubrics calibration cadences and audit methodologies aligned to customer experience outcomes.

Six Sigma & Continuous Improvement: Lead structured improvement programs using Six Sigma (DMAIC/DMADV) root cause analysis and statistical process control. Identify systemic defects in support processes and drive measurable reductions in defect rates repeat contacts and escalations.

KPI Definition & Governance: Define and track quality KPIs including Quality Assurance scores Critical Error Accuracy First Contact Resolution CSAT/NPS correlation to quality and cost-of-poor-quality metrics. Establish governance through regular operational reviews trend reporting and executive dashboards.

Voice of Customer Integration: Partner with Voice of Customer and Customer Insights teams to connect quality findings with customer sentiment data. Translate feedback signals into actionable quality improvement initiatives.

Calibration & Standardization: Drive calibration programs across internal and outsourced support teams to ensure consistent quality evaluation. Establish and maintain quality standards documentation scoring guidelines and training feedback loops.

Support for Technical & Partner Channels: Develop quality standards tailored to technical support interactions (network troubleshooting integration support API/tooling assistance) for Enterprise Partner (B2B2X) Telco and SATCOM customers ensuring technical accuracy and resolution quality are measured alongside soft skills.

Cross-Functional Collaboration: Partner with Training Content Operations and Product teams to close quality gaps. Influence support tooling knowledge management and workflow design based on quality insights.

Vendor & Outsource Quality Management: Establish quality contractual requirements monitoring frameworks and performance management processes for outsourced support partners. Drive accountability through data transparency and joint improvement plans.

Strategic Roadmap: Create the quality program roadmap; influence senior leadership on investment priorities technology enablement (speech analytics AI-assisted QA) and resource allocation through data-driven business cases.

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.

- Experience leading cross-functional projects and managing large complicated programs
- Bachelors degree or experience in Engineering Operations Business Administration or a related field
- 7 years of experience in quality management quality assurance or continuous improvement within customer support or contact center operations
- Experience leading and managing teams responsible for customer support operations
- Experience defining KPIs/SLAs used to drive large-scale support operations and reporting to senior leadership

- Experience with technical support quality (network operations systems integration API support)
- Familiarity with COPC ISO 9001 or equivalent contact center quality standards
- Experience leading quality across multi-site multi-geo support organizations
- Experience with quality technologies: speech/text analytics automated QA scoring AI-assisted evaluation tools

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 - 139100.00 - 188100.00 USD annually