Top 34 Technical support quality manager, amazon leo customer support Jobs in Seattle, Wa

Technical Support Quality Manager, Amazon Leo Customer Support
Amazon Kuiper Commercial Services LLC —Bellevue, WA
- $139,100 - $188,100 a year
- Full-time
- 7 years
- Bachelor's degree
- Organizational skills
- AD&D insurance
- Health insurance
Customer Success Manager, Amazon Vendor Services
Amazon.com Services LLC —Seattle, WA
- $80,200 - $101,800 a year
- Full-time
- Merchandising
- Mid-level
- Office
- AD&D insurance
- Health insurance
Customer Success Manager, Consumer Electronics
Amazon.com Services LLC - A57 —Seattle, WA
- $80,200 - $101,800 a year
- Full-time
- Merchandising
- Mid-level
- Office
- AD&D insurance
- Health insurance
Support Engineer, Amazon Leo Enterprise Customer Support
Amazon Kuiper Commercial Services LLC —Bellevue, WA
- $95,600 - $160,000 a year
- Weekends as needed
- Azure
- 5 years
- Analysis skills
- AD&D insurance
- Health insurance
7d
Sr. Manager, Enterprise Customer Success, Amazon Supply Chain Services
Amazon.com Services LLC —Bellevue, WA
- $157,100 - $212,600 a year
- Full-time
- Analysis skills
- Recruiting
- Fair chance
- AD&D insurance
- Health insurance
5h
Customer Success Manager, Hardlines
Amazon.com Services LLC —Seattle, WA
- $80,200 - $101,800 a year
- Full-time
- Merchandising
- Mid-level
- Office
- AD&D insurance
- Health insurance
Customer Success Manager, Consumables
Amazon.com Services LLC - A57 —Seattle, WA
- $80,200 - $101,800 a year
- Full-time
- Merchandising
- Mid-level
- Office
- AD&D insurance
- Health insurance
Customer Experience Specialist
Twitch Interactive, Inc. - D48 —Seattle, WA
- $70,800 - $115,400 a year
- Full-time
- Google Workspace
- Research
- Mid-level
- AD&D insurance
- Disability insurance
11d
Support Engineering Operations Manager, LEO Enterprise Customer Support
Amazon Kuiper Commercial Services LLC —Bellevue, WA
- $142,800 - $193,200 a year
- Full-time
- Computer science
- Computer Science
- 5 years
- AD&D insurance
- Health insurance
Sr. Privacy Specialist, Amazon Customer Service
Amazon.com Services LLC —Seattle, WA
- $121,200 - $163,900 a year
- Full-time
- Bachelor's degree
- Senior level
- AD&D insurance
- Health insurance
8d
Customer Success Manager, Music Merch, Physical Music
Amazon.com Services LLC —Seattle, WA
- $70,400 - $101,800 a year
- Full-time
- Mid-level
- Bachelor's degree
- Continuous improvement
- AD&D insurance
- Health insurance
Senior Customer Success Manager , Hardlines
Amazon.com Services LLC - A57 —Seattle, WA
- $82,700 - $140,000 a year
- Full-time
- Merchandising
- Office
- Bachelor's degree
- AD&D insurance
- Health insurance
Senior Customer Success Manager , Consumer Electronics
Amazon.com Services LLC - A57 —Seattle, WA
- $82,700 - $140,000 a year
- Full-time
- Merchandising
- Office
- Bachelor's degree
- AD&D insurance
- Health insurance
Senior Customer Success Manager , Consumables
Amazon.com Services LLC - A57 —Seattle, WA
- $82,700 - $140,000 a year
- Full-time
- Merchandising
- Office
- Bachelor's degree
- AD&D insurance
- Health insurance
Senior Customer Success Manager, Consumables
Amazon.com Services LLC —Seattle, WA
- $80,000 - $154,000 a year
- Full-time
- Merchandising
- Office
- SQL
- AD&D insurance
- Health insurance
Senior Customer Success Manager, Consumables-Grocery
Amazon.com Services LLC —Seattle, WA
- $80,000 - $140,000 a year
- Full-time
- Merchandising
- Office
- Bachelor's degree
- AD&D insurance
- Health insurance
Sr. Seller Success Manager, Amazon Autos
Amazon.com Services LLC —Seattle, WA
- $82,700 - $140,000 a year
- Full-time
- Oracle
- Continuous improvement
- Travel
- AD&D insurance
- Health insurance
Senior Customer Success Manager, US Consumer Broadband Funding Programs, Amazon Leo - US Consumer
Amazon Kuiper Commercial Services LLC —Bellevue, WA
- $110,500 - $193,500 a year
- Full-time
- 6 years
- Master's degree
- Analysis skills
- AD&D insurance
- Health insurance
Enterprise Support Manager, Devices and Services Enterprise Support (DES)
Amazon.com Services LLC —Seattle, WA
- $142,800 - $193,200 a year
- Full-time
- Computer science
- Computer Science
- Engineering
- AD&D insurance
- Health insurance
IT Support Associate II, OTS
Amazon.com Services LLC —Tukwila, WA
- $23 - $37 an hour
- Full-time
- Mid-level
- Paid parental leave
- Health insurance

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technical support quality manager, amazon leo customer support jobs near seattle, wa

Technical Support Quality Manager, Amazon Leo Customer Support

Amazon Kuiper Commercial Services LLC -
Bellevue, WA

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Job Details

Full-time
$139,100 - $188,100 a year

Benefits

AD&D insurance
Health insurance
Dental insurance
Flexible spending account
RSU
Paid time off
Adoption assistance
Parental leave
Employee assistance program
Vision insurance
401(k) matching

Qualifications

Data analysis reporting
Managing teams in a customer support role
Metrics Reporting
Quality reports
Customer support
Managing projects
Cross-functional team management
Cross-functional communication
Managing quality assurance teams

Full Job Description

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 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.

BASIC QUALIFICATIONS

Experience leading cross-functional projects and managing large, complicated programs
Bachelor's degree, or experience in Engineering, Operations, Business Administration, or a related field
7+ years of experience in quality management, quality assurance, or continuous improvement within customer support or contact center operations
Experience leading and managing teams responsible for customer support operations
Experience defining KPIs/SLAs used to drive large-scale support operations and reporting to senior leadership

PREFERRED QUALIFICATIONS

Experience with technical support quality (network operations, systems integration, API support)
Familiarity with COPC, ISO 9001, or equivalent contact center quality standards
Experience leading quality across multi-site, multi-geo support organizations
Experience with quality technologies: speech/text analytics, automated QA scoring, AI-assisted evaluation tools

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, BELLEVUE - 139,100.00 - 188,100.00 USD annually

Apply Now

Refine Your Search

technical support quality manager, amazon leo customer support jobs in seattle, wa

Technical Support Quality Manager, Amazon Leo Customer Support

Customer Success Manager, Amazon Vendor Services

Customer Success Manager, Consumer Electronics

Support Engineer, Amazon Leo Enterprise Customer Support

Sr. Manager, Enterprise Customer Success, Amazon Supply Chain Services

Customer Success Manager, Hardlines

Customer Success Manager, Consumables

Customer Experience Specialist

Support Engineering Operations Manager, LEO Enterprise Customer Support

Sr. Privacy Specialist, Amazon Customer Service

Customer Success Manager, Music Merch, Physical Music

Senior Customer Success Manager , Hardlines

Senior Customer Success Manager , Consumer Electronics

Senior Customer Success Manager , Consumables

Senior Customer Success Manager, Consumables

Senior Customer Success Manager, Consumables-Grocery

Sr. Seller Success Manager, Amazon Autos

Senior Customer Success Manager, US Consumer Broadband Funding Programs, Amazon Leo - US Consumer

Enterprise Support Manager, Devices and Services Enterprise Support (DES)

IT Support Associate II, OTS

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