CUSTOMER OPERATIONS MANAGER, KUIPER GLOBAL CUSTOMER OPERATIONS

DESCRIPTION Project Kuiper is an initiative to launch a constellation of Low Earth Orbit satellites that will provide low-latency, high-speed broadband connectivity to unserved and underserved communities around the world.
Come work at Amazon! We are looking for a talented Operations Leader who is ready to take charge of operational business models, planning and delivering on our strategy for operationalizing Customer Support and Customer Terminal device fulfillment through our professional installation and maintenance network.
As one of our valued team members, you will be obsessed with matching our standards for operational excellence with a relentless focus on delighting our customers.
Do you want to work at a company where you will build new operations from the ground up? Do you have a passion for technology and a desire to bring delightful services to life in an entirely new way? Then join us at Project Kuiper.
The Kuiper Global Development team is focused on launching and operating the Kuiper service across the globe.
A successful candidate will be both highly analytical and a hands-on leader able to work extremely effectively in a matrix organization and is adept at understanding how satellite customer service operations and device fulfillment work on a global scale.
We are looking for someone customer obsessed and technology savvy with a proven track record of building global teams and leading new initiatives, especially in support of consumer related ISP products.
Project Kuiper’s success requires team builders and leaders who are owners, and who possess the operational spirit needed to both create and support new products.
Our leaders solve complex, cutting-edge problems and get things done.
Key job responsibilities • Managing cross-functional project teams, planning and organizing, and executing complex projects across multiple organizations and stakeholders to enable the launch of new projects, and processes.
• Innovating to improve customer experience and continuously remove cost from our Customer Support and Professional Installation networks.
• Develop and execute a professional satellite systems installation and maintenance network for residential and business customers in alignment with Amazon’s product, devices and support organizations.
• Partner with product, legal, regulatory and logistics teams to operationalize the Customer Terminal forward and reverse logistics fulfillment process.
• Partner with legal, tax and regulatory to engage in local and regional labor efforts • Lead the field service management operations strategy for the development of Field Service Management (FSM) tools, processes and staffing to support a saleable global field service network.
• Deliver comprehensive, written strategy documents considering different types of data and inputs across a broad range of stakeholders • Negotiate sophisticated business deals and understand both aggregate and cost economics to meet business cases.
• Once operational, meet business goals, performance objectives and deliver a fantastic customer experience.
A day in the life You will lead our efforts to develop the mechanisms, workflows and budget to support global professional field service network plans, identify internal and external partnerships and work across Amazon to develop and execute on a compelling and inventive model of field operations that balances frugality with customer obsession.
About the team BASIC QUALIFICATIONS - Experience as an ISP operations leader - Experience designing and managing customer operations, workflows, SOP’s and processes.
- Experience managing third party operations vendor contracts - Responsibility in managing business metrics or a strategic function, such as managing a P&L, operational cost targets, workforce management and/or customer satisfaction/loyalty - Experience in consumer telecommunications (pay TV, phone or internet) or satellite services.
PREFERRED QUALIFICATIONS • Experience building and managing successful, geographically diverse operational team in support of ISP’s or Satellite network operators.
• Ability to succeed in a technically and operationally fast paced culture • Understanding of internet, satellite technologies and/or Telecommunications customer operations requirements, metrics and reporting mechanisms.
• Able to apply high level analytical and creative problem-solving skills • Ability to travel internationally