Apply on Employer Site

Amazon · 1 day ago

Customer Operations Product Manager, LEO Enterprise Customer Support

Bellevue, WA

Full-time

Onsite

Senior Level, Lead/Staff

$124K/yr - $206K/yr

8+ years exp

Amazon is a leading technology company focused on delivering fast, reliable internet connectivity through their low Earth orbit satellite network, LEO. They are seeking a Customer Operations Product Manager to define and own the customer support experience strategy, ensuring scalable processes and strong partnerships with telecom ISP and SATCOM partners.

Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail

No H1B

U.S. Citizen Only

Responsibilities

Define and own the end-to-end customer support experience strategy for Amazon Leo's 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

Qualification

Customer support processesTelecom ISP experienceProduct managementData strategy leadershipSatellite CommunicationInfluencing senior leadershipCross-functional collaboration

Required

Experience leading and influencing the data strategy of your team or organization

Bachelor's 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

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