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Customer Support Operations Leader

2 months ago

Redmond, Washington, United States Amazon Kuiper Commercial Services LLC Full time
{"About the Role": "We are seeking an experienced Principal Customer Support Operations Leader to assist in scaling our operations for Project Kuiper. This role will involve leading complex strategic initiatives across global programs with cross-functional stakeholders, designing policies that deliver world-class customer experience, and implementing successful customer operations programs and strategies.", "Key Responsibilities": "
\t• Oversee setting up and operating specialized customer support teams to handle trials, executive inquiries, escalations, and support for Kuiper partners
\t• Develop insights and present well-reasoned, data-driven proposals to cross-functional stakeholder teams on opportunities in the areas of performance management and process improvements
\t• Support development of strategies and programs for support on a regional basis across the support domains, and influence prioritization of defect elimination projects within a matrix organization
\t• Develop then drive periodic business and program progress reporting and manage engagement with all stakeholders
\t• Work with our internal/external partners to deliver consistent performance of Customer Support operations KPIs
\t• Dive deep on executive escalations and create a model for timely resolution
\t• Develop a thorough understanding of customer needs and pain points related to our customer support, both existing and potential
\t• Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms
\t• Deliver end-to-end continuous improvement programs, projects, and initiatives
", "Requirements": "
\t• 7+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
\t• Customer support experience in a telecom/wireless or subscription business
", "About the Team": "Customer Operations is part of the Worldwide Consumer team. Our mission is to plan, develop, and execute on strategies to launch and operate Kuiper services globally. Through regional and local country operations, our team is responsible for delivering revenue from residential and small business broadband services. On a global level, regional and country level, the team develops business models, local and regional partnerships, and fixed service operations in service-enabled countries.", "Location": "Redmond, WA, USA or other locations"}