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Amazon · 3 months ago

Customer Experience Product Manager, LEO Enterprise Customer Support

Bellevue, Washington, USA

Full-time

Onsite

Mid, Senior Level

$124K/yr - $206K/yr

5+ years exp

Amazon Kuiper Commercial Services LLC is focused on delivering fast, reliable internet connectivity through its low Earth orbit satellite network. The Customer Experience Product Manager will lead advanced support operations, develop troubleshooting processes, and ensure optimal network performance while collaborating with engineering teams.

Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail

No H1B

U.S. Citizen Only

Responsibilities

Establish and drive 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

Monitor service health through key network metrics, manage technical escalation workflows, and ensure 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, and maintain high customer satisfaction in a 24x7 technical support environment