---

---

Location

Redmond, WA | United States

---

Job description

DESCRIPTION

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 Principal Quality and Compliance who is ready to take charge of our program implementation for customer support. You will be responsible for improving overall quality for CS operations across different regions. The role is centered on improving Amazon's customer experience by working on initiatives/programs centered around improving key metrics that determine quality of CS operations. This includes our operational business models, planning, and delivering results for our customers when engaging with Kuiper Customer Support. 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 Quality and Compliance works in a customer centric organization. We are looking for someone customer obsessed and technology savvy with a proven track record of managing operational teams and leading new initiatives, especially in support of Quality related processes.

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.

Key job responsibilities
•Advocate on behalf of customers and identify customer experience improvement opportunities throughout the consumer business using defect information.
•Develop the insights and present well-reasoned, data-driven proposals to cross-functional stakeholder teams on opportunities in the areas of concessions and defect elimination.
•Support development of strategies and programs, and influence prioritization of defect elimination projects within a matrix organization.
•Develop then drive a periodic business and program progress reporting as it relates to Kuiper Compliance and Quality engagement performance.
•Become a subject matter expert for Kuiper Customer Support processes, Quality, and Compliance systems
•Work to create the internal measurements of quality and compliance success for Kuiper customer interactions
•Conduct root cause analysis, perform audits, and define corrective actions and ensure they are completed.
•Dive deep on executive escalations.
•Develop a thorough understanding of customer needs and pain points related to our customer support, both existing and potential.
•Develop internal Quality Calibration and Gemba models of addressing process deficiencies
•Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
•Work alongside stakeholders to define and execute innovative solutions for customers while influencing with and without authority.

A day in the life
You will lead our efforts to develop the mechanisms, workflows and budget to support Quality and Compliance operations, identify internal and external partnerships, and work across Amazon to develop and execute a compelling and inventive model of Quality operations that balances business processes while driving customer obsession.

About the team
The Global Development team mission is to plan, develop and execute on strategies to launch and operate Kuiper services globally. Through regional and local country operations, our team is responsible for delivering revenue from residential and small business broadband services. On a global level, regional and country level, the team develops business models, local and regional partnerships and fixed service operations in service enabled countries.

We are open to hiring candidates to work out of one of the following locations:

Redmond, WA, USA

BASIC QUALIFICATIONS

- 7+ years of team management experience
- Bachelor's degree or equivalent experience
- 8+ years of program or project management experience
- 8+ years of working cross functionally with tech and non-tech teams experience
- 8+ years of experience in program management, equivalent professional experience
- Demonstrated experience owning the design, implementation, and optimization of initiatives

---

Job tags

---

---

Salary