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

Amazon Inc.; Hyderabad; On-site; INR 4,500,000 - 7,500,000; Full time

Job summary

Amazon Inc. in Hyderabad, India seeks a Manager II, Program Management for the Leo Global Command Center (NPaaS).

You will lead high-severity incidents, coordinating with Field Services, Engineering, PR, Legal, and Security Operations to drive rapid resolutions across cross-functional teams. As part of the GCC, you will triage incidents, manage proactive communications, and maintain SOPs for incident response.

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 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 running bridge calls and coordinating cross-functionally to drive resolution.
• Triage technical incidents, coordinate with relevant teams to identify root cause and resolution path, and analyze data for systemic improvements.
• Initiate and manage proactive customer communications including banners, IVR updates, and mass notifications to reduce customer anxiety.
• Protect contact channels by identifying known-issue volume and ensuring customers can reach Leo Customer Service without congestion.
• Monitor social media escalations and coordinate PR/Legal/Security response to protect the Leo brand.
• Develop, maintain, and execute Standard Operating Procedures for incident response with cross-functional playbooks.
• Provide regular updates to senior leadership with clear impact assessments and timelines.

Skills

Team management

Program management

Cross-functional collaboration

Delivery of cross-functional projects

Requirements & metrics

Tools

SQL

Job description

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

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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.