Senior Program Manager, Voice of the Customer , Leo Global Customer Operations

Amazon; Bellevue (WA); On-site; USD 116,000 - 160,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon seeks a Senior Program Manager to own the Voice of the Customer program for the Leo Global Customer Operations. The role spans both consumer and enterprise segments, designing systems that translate feedback into business intelligence and driving improvements across the full customer journey.

You will set strategy, build infrastructure, and run day-to-day operations, collaborating with product, engineering, CS, field service, marketing, legal, and data science to close the loop at scale.

Qualifications

• Bachelor's degree required and 5+ years in program or project management.
• Experience using data and metrics to drive improvements.
• Proven ability to own strategy, delivery, and report results to leadership.
• Ability to work cross-functionally across multiple teams.

Responsibilities

• Own end-to-end VoC program design and operations for B2C and B2B.
• Partner with vendors and engineering to integrate survey delivery across channels.
• Define VoC metrics and escalation thresholds for cross-functional action.
• Build real-time monitoring with dashboards and flash reports.
• Lead triage of customer-reported issues and track resolutions.
• Design business review cadences linking feedback to leadership decisions.
• Collaborate with privacy, legal, and security for data handling compliance.
• Develop VoC analytics infra with BI engineers to feed a single truth source.

Skills

Program management

Data-driven decisions

Cross-functional

Survey design

VoC programs

Leadership

Education

Bachelor's degree

Tools

AWS QuickSight

AWS S3

Job description

Senior Program Manager, Voice of the Customer , Leo Global Customer Operations

Amazon Leo is Amazon's low Earth orbit satellite network. Our mission is to deliver fast, reliable broadband connectivity to customers beyond the reach of existing networks. From households to small businesses, schools, hospitals, and government agencies, Amazon Leo will serve communities and organizations operating in places without dependable internet access.

We are looking for a Senior Program Manager to own the Voice of the Customer (VoC) program for Amazon Leo — a greenfield build spanning both consumer (B2C) and enterprise (B2B) customer segments. This is a high-visibility, cross-functional role responsible for designing and operating the systems that transform customer feedback into actionable business intelligence, driving continuous improvement across the full customer journey from purchase through active service. This role is the architect of tools, systems, and customer connections — someone with a strong appetite for big data, technical depth to build and operate analytics infrastructure, and marketing acumen to translate customer signals into compelling narratives that drive action across the organization.

You will set the strategy, build the operational infrastructure, and run the day-to-day program, working across product, engineering, customer service, field service, marketing, legal, and data science to close the loop on customer feedback at scale.

Key job responsibilities

• Own end-to-end VoC program design and operations across B2C and B2B segments, including survey strategy, feedback touchpoint mapping, and escalation frameworks
• Partner with third-party vendors and internal engineering teams to integrate survey delivery across web, in-app, email, and field service channels
• Define and maintain VoC metrics, including CSAT, NPS, and operational proxy metrics, and establish escalation thresholds that trigger cross-functional action
• Build and operate real-time monitoring mechanisms, including flash reports, dashboards, and daily standup cadences, especially during high-intensity launch windows
• Lead cross-functional triage for customer-reported issues, routing signals to the appropriate owning teams (product, network engineering, hardware, CS, field service) and tracking resolution
• Design and operate business review cadences (daily, weekly, monthly, quarterly) that connect customer feedback to leadership decision-making
• Collaborate with legal, privacy, and security teams to ensure survey and data handling practices meet compliance requirements
• Define go/no-go quality gates for new market launches using VoC-derived customer satisfaction and service reliability metrics
• Build and maintain the VoC analytics infrastructure in partnership with BI engineers, ensuring data from multiple feedback channels feeds a single source of truth

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

• Bachelor's degree
• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Experience working cross functionally across several teams

Preferred Qualifications

• 2+ years of driving process improvements experience
• Knowledge of general AI tools
• Experience in survey design and datasets
• Experience building and operating customer feedback or VoC programs at scale
• Background in consumer electronics, connectivity services, or hardware-as-a-service products
• Experience managing VoC programs across both consumer and enterprise customer segments
• Familiarity with AWS data and analytics services (QuickSight, S3, etc.)
• Experience in a launch or early commercial stage environment; comfort operating under ambiguity with high urgency
• Track record of building programs from scratch without inherited infrastructure or playbooks

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 - 115,600.00 - 160,000.00 USD annually