Principal Customer Support Operations Leader

4 weeks ago

Redmond, Washington, United States Amazon Kuiper Commercial Services LLC Full time
Job Description

Amazon Kuiper Commercial Services LLC is seeking a highly experienced Principal Customer Support Operations Leader to join our team. As a key member of our Customer Operations team, you will be responsible for developing and implementing strategies to launch and operate Kuiper services globally.

Key Responsibilities:

  • Oversee the setup and operation of specialized customer support teams to handle trials, executive inquiries, escalations, and support for Kuiper partners.
  • 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.
  • Support the 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.
  • Develop and drive periodic business and program progress reporting and manage engagement with all stakeholders.
  • Work with internal and external partners to deliver consistent performance of Customer Support operations KPIs.
  • Dive deep on executive escalations and create a model for timely resolution.
  • Develop a thorough understanding of customer needs and pain points related to our customer support, both existing and potential.
  • 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.

Requirements:

  • 7+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience.
  • 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.

We are open to hiring candidates to work out of one of the following locations:

Redmond, WA, USA

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