What are the responsibilities and job description for the Program Manager - Tester Quality & Engagement, Amazon Leo position at Amazon Kuiper Commercial Services LLC?
DESCRIPTION
Amazon Leo is Amazon's low Earth orbit satellite network. Our mission is to deliver fast, reliable broadband connectivity to customers beyond the reach of existing networks. From households to small businesses, schools, hospitals, and government agencies, Amazon Leo will serve communities and organizations operating in places without dependable internet access.
We are looking for a Program Manager to own the quality of the beta tester experience and keep testers active and engaged across programs. In this role, you will work with beta program owners to design and run the “homework” that testers complete, own day-to-day communications with testers, provide them with support as needed to complete user journeys, and translate customer signals into product improvements. You will work across a wide set of partners—beta program leads, user research, engineering, and field operations—to make sure every tester has a clear task, a smooth experience, and a trusted channel to be heard.
Key job responsibilities
You will own tester quality and engagement end-to-end across beta programs.
On homework, you will develop, execute, and analyze the structured tasks testers complete during a program. You will design homework that produces the signal each study needs, keep it clear and achievable for testers, drive completion, and analyze the results to turn tester activity into actionable findings for program and product teams.
On the tester journey, you will own the communications that guide testers from activation through completion. You will build and maintain the communications plans and templates that keep testers informed, motivated, and on track at each stage of their journey, and you will tune messaging to lift participation and reduce drop-off.
On Slack and through email, you will be the first line of support for testers. You will own operational and enablement issues—app distribution, provisioning problems, and login credentials—resolving them quickly to keep testers unblocked while also initiating AI-led first level triage and bug reporting for any hardware or software issues
On Voice of the Tester, you will run a continuous improvement loop to improve the test experience. You will capture, synthesize, and address tester feedback, surface recurring pain points and opportunities, and drive changes to homework, communications, and support that measurably improve the tester experience over time.
Success in this role comes from strong operational execution, attention to detail, clear and empathetic communication, and the ability to coordinate many moving parts without dropping any. You will define and track the metrics that show tester quality and engagement are healthy—homework completion and quality, tester engagement and retention, and time-to-resolution on support issues —and you will continuously tighten processes as the program scales into new territories.
The ideal candidate is a highly organized program manager who is comfortable owning operational details end to end, communicates clearly with both testers and partner teams, and thrives in a fast-moving, ambiguous environment. You are energized by interacting with customers and delivering high-quality experiences.
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.
BASIC QUALIFICATIONS
- 3 years of program or project management experience
- 3 years of defining and implementing process improvement initiatives using data and metrics experience
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
- 3 years of driving end to end delivery, and communicating results to senior leadership experience
- 3 years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WA, Redmond - 82,700.00 - 129,800.00 USD annually
Benefits:
Seguro médico, Vacaciones y días libres pagados, Descuento para empleados