Project Kuiper is an initiative to launch a constellation of Low Earth Orbit satellites that will provide low-latency, high-speed broadband connectivity to unserved and underserved communities around the world.

We are looking for a talented Global Field Service Support Leader who is ready to take charge of operational business models, planning and delivering on our strategy for operationalizing Customer Terminal device fulfillment and our professional installation and maintenance network. As one of our valued team members, you will be obsessed with matching our standards for operational excellence with a relentless focus on delighting our customers.

The Kuiper Global Development team is focused on launching and operating the Kuiper service across the globe.

A successful candidate will be both highly analytical and a hands-on leader able to work extremely effectively in a matrix organization and is adept at understanding how satellite field service operations and device fulfillment work on a global scale. We are looking for someone customer obsessed and technology savvy with a proven track record of building global teams and leading new initiatives, especially in support of consumer related ISP products.

Project Kuiper’s success requires team builders and leaders who are owners, and who possess the operational spirit needed to both create and support new products. Our leaders solve complex, cutting-edge problems and get things done.

Key job responsibilities

• Develop and execute a professional satellite systems installation and maintenance network globally for residential and business customers in alignment with Amazon’s product, devices and support organizations.
• Partner with product, legal, regulatory and logistics teams to operationalize the Customer Terminal forward and reverse logistics fulfillment process.
• Partner with legal, tax and regulatory to engage in local and regional labor efforts
• Lead the field service management operations strategy for the development of Field Service Management (FSM) tools, processes and staffing to support a scaleable global field service network.
• Deliver comprehensive, written strategy documents considering different types of data and inputs across a broad range of stakeholders
• Prepare a detailed business case for justification of professional field service support models.
• Negotiate sophisticated business deals and understand both aggregate and cost economics to meet business cases.

Once operational, meet business goals, performance objectives and deliver a fantastic customer experience.

A day in the life
You will lead our efforts to develop the mechanisms, workflows and budget to support global professional field service network plans, identify internal and external partnerships and work across Amazon to develop and execute on a compelling and inventive model of field operations that balances frugality with customer obsession.

BASIC QUALIFICATIONS

• 5+ years of experience as an ISP field service network operations leader
• 5+ years of designing and managing Field Service Management (FSM) workflows, SOP’s and processes.
• 5+ years of managing third party field service network contracts
• 5+ years responsibility in managing business metrics or a strategic function, such as managing a P&L, operational cost targets, workforce management and/or customer satisfaction/loyalty
• 5+ years of experience in consumer telecommunications (pay TV, phone or internet) or satellite services.

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.

PREFERRED QUALIFICATIONS

• Experience building and managing successful, geographically diverse field service network team in support of ISP’s or Satellite network operators.
• Ability to succeed in a technically and operationally fast paced culture
• Understanding of telecommunications, internet and/or satellite technologies field service requirements, metrics and reporting mechanisms.
• Able to apply high level analytical and creative problem-solving skills

Ability to travel internationally
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $118,400/year in our lowest geographic market up to $220,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.