The Job

LEO Support Quality and Continous Improvement Manager, Leo Customer Support

Logistics, Sales & Operations · Supply Chain & Transport · Logistics Management · Sales Operations · Customer Support

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In short

Amazon is looking for a LEO Support Quality and Continuous Improvement Manager to lead the quality assurance function for its Customer Experience & Support organization, spanning both B2B and B2C channels. The ideal candidate is a certified Six Sigma Black Belt with experience in driving quality transformation in complex support environments.

Responsibilities

  • Directly evaluate and improve the quality of technical support interactions including satellite network troubleshooting, connectivity diagnostics, account management, and service configuration support.
  • Establish mechanisms to systematically identify and drive resolution of repetitive or serious customer support problems.
  • Simplify and reduce operational expenditure through quality-driven process optimization.
  • Define, implement, and govern the end-to-end quality assurance framework across all support tiers, channels, and customer segments.
  • Lead structured improvement programs using Six Sigma, root cause analysis, and statistical process control.
  • Define and track quality KPIs including Quality Assurance scores, Critical Error Accuracy, First Contact Resolution, CSAT/NPS correlation to quality, and cost-of-poor-quality metrics.
  • Connect quality findings with customer sentiment data and translate feedback signals into actionable quality improvement initiatives.
  • Drive calibration programs across internal and outsourced support teams to ensure consistent quality evaluation.
  • Develop quality standards tailored to technical support interactions for Enterprise Partner, Telco, and SATCOM customers.
  • Partner with Training, Content, Operations, and Product teams to close quality gaps.
  • Establish quality contractual requirements, monitoring frameworks, and performance management processes for outsourced support partners.
  • Create the quality program roadmap and influence senior leadership on investment priorities, technology enablement, and resource allocation.

Requirements

  • Experience as a manager with a track record of success
  • Experience leading cross-functional projects and managing large, complicated programs
  • Bachelor's degree or equivalent, or experience in Engineering, Operations, Business Administration, or a related field
  • Experience developing and implementing KPI goals and strategies based on broader organization goals
  • Six Sigma Black Belt Certification, or Six Sigma Master Black Belt
  • 7+ years of experience in quality management, quality assurance, or continuous improvement within customer support or contact center operations
  • Knowledge of COPC concepts

Desired Qualifications

  • Experience driving projects to improve operations and support-related processes
  • Experience handling large enterprise technical customer escalations
  • Experience in AWS services
  • Experience in project and program management and delivering key business outcomes

Benefits

  • Inclusive culture empowering Amazonians to deliver the best results for customers.
  • Workplace accommodation and adjustment support for individuals with disabilities during the application and hiring process.
#Amazon Leo#Operations#IT#Support Engineering
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Company

Amazon

Job Posted

1 week ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Hyderabad, India

Qualification

Bachelor

Applicants

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