Description

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.

Note : This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR). Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government. As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations

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.

Basic Qualifications

- Experience as a manager with a track record of success
- Experience leading cross-functional projects and managing large, complicated programs
- Bachelor's degree or equivalent, or experience in Engineering, Operations, Business Administration, or a related field
- Experience developing and implementing KPI goals and strategies based on broader organization goals
- Six Sigma Black Belt Certification, or Six Sigma Master Black Belt
- 7+ years of experience in quality management, quality assurance, or continuous improvement within customer support or contact center operations
- Knowledge of COPC concepts

Preferred Qualifications

- Experience driving projects to improve operations and support-related processes
- Experience handling large enterprise technical customer escalations
- Experience in AWS services
- Experience in project and program management and delivering key business outcomes

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

LEO Support Quality and Continous Improvement Manager, Leo Customer Support