Technical Support Quality Manager, Amazon Leo Customer Support

Key job responsibilities

• 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.

Quality Framework Ownership

• 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).
• Establish scoring rubrics, calibration cadences, and audit methodologies aligned to customer experience outcomes.

Six Sigma & Continuous Improvement

• Lead structured improvement programs using Six Sigma (DMAIC/DMADV), root cause analysis, and statistical process control.
• Identify systemic defects in support processes and drive measurable reductions in defect rates, repeat contacts, and escalations.

KPI Definition & Governance

• Define and track quality KPIs including Quality Assurance scores, Critical Error Accuracy, First Contact Resolution, CSAT/NPS correlation to quality, and cost-of-poor-quality metrics.
• Establish governance through regular operational reviews, trend reporting, and executive dashboards.

Voice of Customer Integration

• Partner with Voice of Customer and Customer Insights teams to connect quality findings with customer sentiment data.
• Translate feedback signals into actionable quality improvement initiatives.

Calibration & Standardization

• Drive calibration programs across internal and outsourced support teams to ensure consistent quality evaluation.
• Establish and maintain quality standards documentation, scoring guidelines, and training feedback loops.

Support for Technical & Partner Channels

• Develop quality standards tailored to technical support interactions (network troubleshooting, integration support, API/tooling assistance) for Enterprise Partner (B2B2X), Telco, and SATCOM customers — ensuring technical accuracy and resolution quality are measured alongside soft skills.

Cross-Functional Collaboration

• Partner with Training, Content, Operations, and Product teams to close quality gaps.
• Influence support tooling, knowledge management, and workflow design based on quality insights.

Vendor & Outsource Quality Management

• Establish quality contractual requirements, monitoring frameworks, and performance management processes for outsourced support partners.
• Drive accountability through data transparency and joint improvement plans.

Strategic Roadmap

• Create the quality program roadmap;
• Influence senior leadership on investment priorities, technology enablement (speech analytics, AI-assisted QA), and resource allocation through data-driven business cases.

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.