Amazon Kuiper Commercial Services LLC
SATCOM
TechnicalSupportQualityManager
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“Technical Support Quality Manager at Amazon Kuiper Commercial Services LLC. Skills: Quality assurance, Customer support, Continuous improvement. Define and lead quality assurance function. Establish end-to-end quality framework”
What You'll Achieve.
Ensure customer interactions meet excellence bar; Drive resolution of repetitive problems; Drive resolution of serious problems; Reduce operational expenditure; Reduce defect rates; Reduce repeat contacts; Reduce escalations
Industry & Context.
Root cause analysis; Troubleshooting; Problem identification
U. S. citizen or national, U. S. permanent resident, Lawfully admitted into the U. S.
What They're Looking For.
Must Have
7+ years of experience in quality management, Experience leading and managing teams, Experience defining KPIs/SLAs, Bachelor's degree or related experience, Experience leading cross-functional projects
Nice to Have
Certified Six Sigma Black Belt, Experience with technical support quality, Familiarity with COPC, Familiarity with ISO 9001, Experience leading quality across multi-site, Experience with quality technologies
What You'll Do.
Define and lead quality assurance function
Establish end-to-end quality framework
and improvement programs
Evaluate and improve technical support interactions
Troubleshoot satellite network
Diagnose connectivity
Support service configuration
Identify and drive resolution of problems
Simplify and reduce operational expenditure
and govern quality assurance framework
Establish scoring rubrics
Establish calibration cadences
Establish audit methodologies
Lead structured improvement programs
Identify systemic defects
Drive measurable reductions in defect rates
Define and track quality KPIs
Establish governance through reviews
Partner with Voice of Customer teams
Connect quality findings with customer sentiment
Translate feedback signals into initiatives
Drive calibration programs
Ensure consistent quality evaluation
Establish and maintain quality standards documentation
Develop quality standards for technical support
Measure technical accuracy
Measure resolution quality
Partner with Training teams
Partner with Content teams
Partner with Operations teams
Partner with Product teams
Influence support tooling design
Influence knowledge management design
Influence workflow design
Establish quality contractual requirements
Establish monitoring frameworks
Establish performance management processes
Drive accountability through data transparency
Create quality program roadmap
Influence senior leadership on investment priorities
Influence technology enablement
Influence resource allocation
How You'll Work.
Team & Collaboration
Cross-functional projects; Partner with Training teams; Partner with Content teams; Partner with Operations teams; Partner with Product teams; Partner with Voice of Customer teams; Outsourced support partners
Communication Scope
Executive dashboards; Trend reporting; Data transparency
Process & Methodology
Cross-functional projects, Large programs
Full Job Description
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. The ideal candidate is a certified Six Sigma Black Belt with deep experience driving quality transformation in complex, multi-channel support environments — ideally within the SATCOM or ISP/Telco industry. 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 defect
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