Technical Support Quality Manager, Leo Customer Support

Technical Support Quality Manager, Amazon Leo Customer Support

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 are seeking a Technical Support Quality Manager to define and lead the quality assurance function for Amazon Leo's Customer Experience & Support organization. This role owns the end-to-end quality framework spanning both B2B (Enterprise Partner, Telco, B2B2X) and B2C (Direct-to-Consumer) support channels. You will establish the standards, measurement systems, and continuous improvement programs that ensure every customer and partner interaction meets Amazon's bar for excellence.

• Directly evaluate and improve the quality of technical support interactions including satellite network troubleshooting, connectivity diagnostics, account management, and service configuration support delivered to Leo customers.
• Establish mechanisms to systematically identify and drive resolution of repetitive or serious customer support problems.
• Simplify and reduce operational expenditure through quality‑driven process optimization.
• Define, implement, and govern the end‑to‑end quality assurance framework across all support tiers (Tier 1–3), channels, and customer segments (B2B and B2C).
• Lead structured improvement programs using Six Sigma (DMAIC/DMADV), root cause analysis, and statistical process control.
• Define and track quality KPIs including QA scores, Critical Error Accuracy, First Contact Resolution, CSAT/NPS correlation to quality, and cost‑of‑poor‑quality metrics.
• Partner with Voice of Customer and Customer Insights teams to connect quality findings with customer sentiment data.
• Drive calibration programs across internal and outsourced support teams.
• Develop quality standards tailored to technical support interactions for Enterprise Partner (B2B2X), Telco, and SATCOM customers.
• Partner with Training, Content, Operations, and Product teams to close quality gaps.
• Establish quality contractual requirements, monitoring frameworks, and performance management processes for outsourced support partners.
• Create the quality program roadmap; influence senior leadership on investment priorities, technology enablement, and resource allocation through data‑driven business cases.

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.

• Experience leading cross‑functional projects and managing large, complicated programs.
• Bachelor's degree, or experience in Engineering, Operations, Business Administration, or a related field.
• 7+ years of experience in quality management, quality assurance, or continuous improvement within customer support or contact center operations.
• Experience leading and managing teams responsible for customer support operations.
• Experience defining KPIs/SLAs used to drive large‑scale support operations and reporting to senior leadership.

• Experience with technical support quality (network operations, systems integration, API support).
• Familiarity with COPC, ISO 9001, or equivalent contact center quality standards.
• Experience leading quality across multi‑site, multi‑geo support organizations.
• Experience with quality technologies: speech/text analytics, automated QA scoring, AI‑assisted evaluation tools.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

The base salary range for this position is  –  USD annually. 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 health and wellness benefits such as medical, dental, vision, prescription, Basic Life & AD&D insurance, and options for Supplemental life plans;

employee assistance program, mental health support, medical advice line, flexible spending accounts, adoption and surrogacy reimbursement coverage; 401(k) matching; paid time off; and parental leave.

Location:

USA, WA, BELLEVUE.