Field Services Manager, Amazon Leo

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.

Leo is looking for a talented individual to join our Field Services team as Field Services Manager. This role is responsible for operating our professional installation and repair customer experiences. We are looking for someone data-driven with a relentless focus on delighting customers and ensuring operational excellence. The ideal candidate is a self-starter who is comfortable working in fast-paced Operations environment.

In this role, you will work with a range of technical and non-technical teams to build Field Services technology, assess operating capabilities, and undertake detailed performance analysis. The scope of this role focuses on delivering against key business goals, while also innovating and finding efficiencies throughout the end-to-end customer journey.

Key job responsibilities

- Execute and manage professional satellite systems installation and maintenance operations for residential, small business, and enterprise customers.

- Monitor performance against measurement criteria and implement process improvements across assigned operations, focusing on cost optimization and exceptional customer experience delivery.

- Prepare operational reports and analysis considering performance data and inputs from cross-functional stakeholders. Support business case development for operational improvements.

- Manage quality audits, capacity planning, inventory tracking, safety compliance, escalation resolution, and Engineering feedback loops for field operations.

- Analyze sales and subscriber forecasts, validate assumptions, and translate into operational execution plans.

- Coordinate with planning, forward logistics, and reverse logistics teams to execute regional inventory allocation, manage local inventory placement, and optimize fulfillment processes.

- Partner with Product and Engineering to implement design and firmware changes based on field learnings.

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.