• 10 years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
• 10 years of customer support, customer care, or customer experience

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.
The Project Kuiper Consumer Business is looking for a talented North America Customer Support Lead. This role is responsible for operating the residential broadband customer support operation for consumers in the US, Canada, and Mexico. A successful candidate will be committed to operational excellence, highly analytical, and able to work extremely effectively in a matrixed organization. We are looking for someone customer obsessed and technology savvy with a proven track record of leading new initiatives and operating both consumer product and service businesses at scale.
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. This is a high visibility role with frequent opportunities to interact with and present to leadership. The ideal candidate will have a passion for driving process improvements, implementing industry best-practices, and be comfortable driving strategy while operationalizing that vision.
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.
Key job responsibilities

• Develop data driven customer lifecycle management strategies for acquisition, retention, lapsed customer win-back, and complementary products/service offerings in the US, Canada, and Mexico
• Establish key operational performance metrics, define business requirements for customer support tools/systems, implement tracking and reporting mechanisms, and continuously optimize customer support performance metrics
• Review historical subscriber acquisition and churn forecasts, research customer contact drivers, analyze customer contact data, validate and optimize assumptions, and translate customer contact forecasts into customer support staffing plans and operational requirements
• Partner with field service, operations, logistics, networking, product, engineering, and business teams to rigorously optimize customer experience and resolve customer escalations
• Develop and maintain customer support training programs, standard operating procedures, and customer support material
• Monitor industry trends and research technology advancements to ensure customer support leverages cutting edge solutions for customers
• Deliver comprehensive, written strategy documents considering different types of data, and inputs across a broad range of stakeholders.
• Prepare detailed business cases for justification of new opportunities.
• Be an accessible and visible leader to the organization.

We are open to hiring candidates to work out of one of the following locations:
Redmond, WA, USA

• 5 years of experience in satellite internet, telecommunications, or consumer electronics

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $129,500/year in our lowest geographic market up to $240,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.