Principal Customer Support Leader, Project Kuiper Customer Operations

DESCRIPTION

Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.

We are looking for an experienced Principal Customer Support Operations Leader to assist in scaling our operations for Project Kuiper. The successful candidate will have experience leading complex strategic initiatives across global programs with cross-functional stakeholders. They will have a deep understanding and perspective on customer service operations and lead the design of policies that will deliver world-class experience for Amazon customers. They will thrive in tackling ambiguous strategic challenges, use data and customer insights to inform decision-making, and have proven experience in implementing and delivering successful customer operations programs and strategies. As a senior leader, you will be obsessed with matching our standards for operational excellence with a relentless focus on delighting our customers.

The Kuiper Global Development team is focused on launching and operating the Kuiper service across the globe. A successful candidate will be both highly analytical and a hands-on leader able to work extremely effectively in a matrix organization and is adept at understanding how Customer Support Operations works in a customer centric organization. We are looking for someone customer obsessed and technology savvy with a proven track record of managing operational teams and leading new initiatives. The ideal candidate for this job should be a self-starter who thrives in dynamic and fast-paced environments.

Key job responsibilities

• Oversee setting up and operating specialized customer support teams to handle trials, executive inquiries, escalations and support for Kuiper customers and partners
• Develop the insights and present well-reasoned, data-driven proposals to cross-functional stakeholder teams on opportunities in the areas of performance management and process improvements.
• Support development of strategies and programs to support global enterprise customers and influence prioritization of defect elimination projects within a matrix organization.
• Develop then drive periodic business and program progress reporting and manage engagement with all stakeholders.
• Work with our internal/external partners to track KPIs and deliver consistent performance of Customer Support operations.
• Dive deep on executive escalations and create a model for timely resolution and continues improvement.
• Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
• Deliver end-to-end continuous improvement programs, projects and initiatives.

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.

A day in the life

You will lead our efforts to develop the mechanisms, workflows and budget to support Kuiper Customer Support operations for specialized (non-call center) support functions, including trials, executive inquiries, escalations/Tier 3 and support for Kuiper enterprise customers. You will work across all lines of business of Kuiper to ensure resources are utilized in an efficient manner and establishing processes that will scale but also maintain a high-bar for customer obsession.

BASIC QUALIFICATIONS

• Bachelor’s degree or equivalent industry experience
• 7+ years of customer service center management with a proven record of understanding and managing call center key performance indicators
• 2+ years of Strong leadership and team management skills, with a proven ability to motivate and influence team members to achieve their goals.
• 5+ years of experience in process development and improvement centered around consumer account services, technical support, and escalation resolution

PREFERRED QUALIFICATIONS

• Masters degree
• Proven experience in building ground-up call center operations in multiple global locations
• Experience in defining, building infrastructure and mechanisms to track KPIs across multiple functions across the org.
• Proven track record of efficiently managing communications across all levels in the organization including senior leadership teams and external customers.

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 $143,400/year in our lowest geographic market up to $237,100/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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