Manager II, Program Mgmt, Leo Global Command Center - NPaaS

Amazon; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

ADCI HYD 20 SEZ in Hyderabad hosts Amazon Leo's Network Solutions GCC. We seek a Program Manager who thrives in high-speed, high-stakes environments to coordinate Field Services, Engineering, Legal, PR and Security Operations to protect customers and our brand in real time.

You will triage incidents, drive root-cause analysis, craft proactive communications, and develop incident response SOPs. You’ll provide timely updates to senior leadership and ensure cross-functional alignment during outages.

Qualifications

• 3+ years of team management experience.
• 3+ years of program or project management experience.
• 3+ years of cross-functional collaboration with tech and non-tech teams.
• 3+ years of delivering cross-functional projects.
• Experience defining program requirements and using data and metrics to determine improvements.

Responsibilities

• Manage high-severity incidents impacting Leo satellite internet customers by coordinating cross-functional teams to drive resolution.
• Triage technical incidents, identify root cause and escalation paths, and propose systemic improvements to leadership.
• Initiate proactive customer communications to reduce anxiety during known issues.
• Protect contact channels by ensuring accessible support for genuine issues during outages.
• Monitor social media escalations and coordinate PR/Legal/Security response to protect the Leo brand.
• Develop and maintain SOPs for incident response and cross-functional coordination.
• Provide timely updates to senior leadership with impact assessments and timelines.

Skills

Team management

Program management

Cross-functional work

Project delivery

Data-driven decisions

Tools

SQL

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.

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're at the frontier of space-based internet technology, and with that comes the thrill of building something entirely new, along with the unique challenges of operating a service that spans ground infrastructure, orbital assets, and customer homes. When things go wrong at scale, a firmware update impacts thousands of devices, satellite coverage doesn't meet demand, or a field service visit makes headlines on social media, someone needs to take command. That someone is you.
The Network Solutions Global Command Center (GCC) Leo team is looking for a Program Manager who thrives in high-stakes, fast-moving environments. You'll be the calm in the storm, coordinating across Field Services, Engineering, Legal, PR, and Security Operations to protect our customers and our brand in real-time. If you're excited about satellite technology, love solving complex problems under pressure, and want to be part of a venture that's literally changing the world from space, we want to hear from you.

Key job responsibilities

• Manage high-severity incidents impacting Leo satellite internet customers by running bridge calls and coordinating cross-functionally (Field Services, Product, Engineering, PR, Legal, Security Operations) to drive resolution, including sensitive cases involving customer property damage, social media traction, or regulatory implications.
• Triage technical incidents (firmware failures, weather events, bandwidth degradation), coordinate with relevant teams to identify root cause and resolution path, and dive deep into incident data to propose systemic solutions and preventive measures to leadership.
• Initiate and manage proactive customer communications including website/app banners, IVR updates, and mass notifications to reduce anxiety contacts during known issues.
• Protect contact channels by identifying known-issue volume and ensuring customers with genuine issues can reach Leo Customer Service without congestion.
• Monitor social media escalations involving field service agents or customer property incidents, and coordinate PR/Legal/Security response to protect Leo brand.
• Develop, maintain, and execute Standard Operating Procedures for incident response scenarios, including coordination playbooks for cross-functional teams.
• Provide regular, timely updates to senior leadership (L6+) with clear customer impact assessments, resolution timelines, and status indicators.

About The Team

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.

Basic Qualifications

• 3+ years of team management experience
• 3+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• 3+ years of delivering cross functional projects experience
• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• Experience implementing repeatable processes and driving automation or standardization
• Experience in data mining, data management, reporting, and SQL queries

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.

Company

ADCI HYD 20 SEZ