Amazon Leo is Amazon"s 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 Leo"s 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 Amazon"s 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 1-3), 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.