Manager II, Program Mgmt, Leo Global Command Center - NPaaS

Job 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're at the frontier of space-based internet technology, and with that comes the thrill of building something entirely new, along with the unique challenges of operating a service that spans ground infrastructure, orbital assets, and customer homes. When things go wrong at scale, a firmware update impacts thousands of devices, satellite coverage doesn't meet demand, or a field service visit makes headlines on social media, someone needs to take command.

That someone is you.

The Network Solutions Global Command Center (GCC) Leo team is looking for a Program Manager who thrives in high-stakes, fast-moving environments. You'll be the calm in the storm, coordinating across Field Services, Engineering, Legal, PR, and Security Operations to protect our customers and our brand in real-time. If you're excited about satellite technology, love solving complex problems under pressure, and want to be part of a venture that's literally changing the world from space, we want to hear from you.

Key job responsibilities

- Manage high-severity incidents impacting Leo satellite internet customers by running bridge calls and coordinating cross-functionally (Field Services, Product, Engineering, PR, Legal, Security Operations) to drive resolution, including sensitive cases involving customer property damage, social media traction, or regulatory implications..

- Triage technical incidents (firmware failures, weather events, bandwidth degradation), coordinate with relevant teams to identify root cause and resolution path, and dive deep into incident data to propose systemic solutions and preventive measures to leadership.

- Initiate and manage proactive customer communications including website/app banners, IVR updates, and mass notifications to reduce anxiety contacts during known issues.

- Protect contact channels by identifying known-issue volume and ensuring customers with genuine issues can reach Leo Customer Service without congestion.

- Monitor social media escalations involving field service agents or customer property incidents, and coordinate PR/Legal/Security response to protect Leo brand.

- Develop, maintain, and execute Standard Operating Procedures for incident response scenarios, including coordination playbooks for cross-functional teams.

- Provide regular, timely updates to senior leadership (L6+) with clear customer impact assessments, resolution timelines, and status indicators.

About the team