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Amazon · 21 hours ago

Customer Experience Product Manager, LEO Enterprise Customer Support

Bellevue, WA

Full-time

Onsite

Senior Level

$124K/yr - $206K/yr

5+ years exp

Amazon is seeking an experienced Enterprise Support leader for their LEO satellite network. The role involves establishing advanced support operations, developing troubleshooting processes, and ensuring optimal network performance while collaborating with engineering teams.

Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail

No H1B

U.S. Citizen Only

Responsibilities

Establish and drive our advanced support operations

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

Implement KPIs tracking mean-time-to-restore (MTTR), contact resolution rates, service degradation patterns, and network performance trends across our global infrastructure

Monitoring service health through key network metrics

Managing technical escalation workflows

Ensuring consistent incident resolution while maintaining optimal end-to-end network performance

Collaborate with engineering teams to resolve complex technical issues involving network stability, throughput optimization, and service quality improvements

Drive operational excellence through quantifiable technical metrics

Optimize team performance

Maintain high customer satisfaction in a 24x7 technical support environment

Qualification

Product managementTechnical support experienceSatellite Communication ExperienceRoadmap strategyEnd to end product deliveryData driven insightsCustomer satisfaction focusCollaboration with teams