Amazon Leo is at the forefront of delivering high-speed, dependable internet connectivity to underserved areas globally. Our mission is to bridge the digital divide, providing essential internet access to homes, schools, businesses, and governmental organizations that lack reliable connections.

As a Senior Enterprise Operations Specialist, you will be instrumental in ensuring seamless connectivity for our enterprise clients. This role involves accelerating issue resolution and fostering strategic customer engagements. You will leverage your expertise to provide escalated support and conduct in-depth analysis, developing scalable, long-term solutions for high-impact issues.

Collaboration is key, as you'll work across Amazon Leo enterprise teams, including Technical Account Managers, Sales, and Solutions Architects. Your insights will drive continuous improvement and program management for enterprise offerings. By representing the Voice of the Customer, you will influence global strategic solutions. This senior individual contributor role demands excellence in execution, incident leadership, and building customer trust within a defined portfolio of enterprise Leo customers.

Key responsibilities include managing the day-to-day operational support for a portfolio of enterprise Leo customers, covering on-boarding, deployment, steady-state operations, and incident resolution. You will handle customer interactions across various channels, including case management systems, email, chat, and phone.

Develop profound functional expertise in Amazon Leo products, features, and enterprise connectivity models. Lead high-severity incidents (Sev-1/Sev-2), coordinating with Global Network Operations, Engineering, Field Ops, Product, and Legal/Compliance teams to resolve complex customer issues.

Serve as the primary escalation point for customer issues within scope, performing root cause analysis and delivering customer-ready communications. Provide clear, timely, and data-backed updates during service-impacting events. Drive post-incident reviews (RCAs, COEs) and ensure corrective actions are implemented. Maintain and enhance runbooks, SOPs, and escalation paths for enterprise LEO use cases.

Support enterprise pilots, phased launches, and customer cutovers by executing readiness plans and operational checklists. Collaborate with Sales, Solutions Architects, and Product teams to ensure customer success and resolve complex operational blockers. Act as the Voice of the Customer at the leadership level, using data and narratives to influence decision-making.

We are seeking individuals with a proven track record in operations, technical support, service delivery, or enterprise customer support, with at least 4 years of relevant experience. The ability to work nights, weekends, and extra hours as needed, including global response ownership with on-call availability, is essential.

Demonstrated experience in managing end-to-end customer issues, encompassing on-boarding, steady-state operations, and incident resolution, is required. Proficiency in utilizing case management, ticketing, and incident management tools is also a must.

Preferred qualifications include 5+ years of experience in satellite communications ground systems and operations. Experience leading cross-functional teams across engineering, operations, and field execution through launch readiness and go-live phases, or experience with retrofits, launches, or automation deployments would be highly advantageous.