Amazon · 2 hours ago
Senior Enterprise Operations Specialist , Amazon Leo Enterprise Customer Support
Bellevue, Washington, USA
Full-time
Onsite
Mid, Senior Level
$80K/yr - $125K/yr
4+ years expAmazon is a leading technology company dedicated to delivering fast, reliable internet connectivity through its low Earth orbit satellite network, Amazon Leo. The Senior Enterprise Operations Specialist role involves engaging with enterprise customers to resolve issues, drive strategic engagements, and manage customer interactions while ensuring successful internet connectivity journeys.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
No H1B
U.S. Citizen Only
Responsibilities
Own day-to-day operational support for a portfolio of enterprise Leo customers across on-boarding, deployment, steady state, and incident resolution
Manage customer interactions across case management systems, email, chat, phone, and live bridge calls
Develop deep functional expertise in Amazon Leo products, features, and enterprise connectivity models
Lead high-severity incidents (Sev-1 / Sev-2) impacting assigned customers, coordinating with Global Network Operations, Engineering, Field Ops, Product teams, and Legal/Compliance teams to resolve complex customer issues
Act as the primary escalation point for customer issues within scope, including root cause analysis and customer-ready communications
Provide clear, timely, and data-backed customer updates during outages or service-impacting eventsDrive post-incident reviews (RCAs, COEs) and ensure corrective actions are implemented for owned issues
Maintain and improve runbooks, SOPs, and escalation paths for enterprise LEO use cases
Support enterprise pilots, phased launches, and customer cutovers by executing readiness plans and operational checklists
Partner with Sales, Solutions Architects, and Product teams to support customer success and resolve complex operational blockers
Act as the Voice of the Customer at the leadership level, using data and narratives to influence decision-making
Qualification
Required
Bachelor's degree in a relevant field or equivalent work experience
Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
Experience managing executive customer relationships and key business stakeholders
4+ years of experience in operations, technical support, service delivery, network operations, or enterprise customer support roles
Experience owning end-to-end customer issues, including on-boarding, steady-state operations, and incident resolution
Experience using case management, ticketing, and incident management tools
Experience working shifts as needed (may have global response ownership requiring open availability during scheduled on-call coverage)
Preferred
Experience in a 24x7 operational services or support environment
Experience analyzing data quantitatively and using customer research, data and metrics to back up assumptions, identifying opportunities, and assessing the efficacy of marketing programs
Experience supporting enterprise connectivity, telecom, satellite network services
Experience supporting pilots, phased launches, or large-scale customer deployments
Benefits
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
Parental leave
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Werner Vogels
VP & CTO
Recent News
2026-01-22
2026-01-22
2026-01-22
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