Description

Amazon Leo is looking for a talented individual to support Philippines Field Service Operations. This role is responsible for operating our professional installation experiences across diverse Philippine markets. We are looking for someone who is data-driven, with a relentless focus on delighting customers and ensuring operational excellence. The ideal candidate is a self-starter who is comfortable launching the new business operating field service and device fulfillment across the diverse geographic and demographic landscape.

In this role, you will work with a range of technical and non-technical teams to build field service technology, assess operating capabilities, own the end-to-end field service experience, and undertake detailed performance analysis. The scope of this role focuses on delivering against key business goals, while also innovating and finding efficiencies through the development and management of a multi-year field service strategy and roadmap tailored for the Philippines.

Export Control Requirement: This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Arms Regulations (ITAR). Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government. As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations

Key job responsibilities

Develop and execute the field service strategy for Amazon Leo in the Philippines, ensuring alignment with global business objectives while addressing local market needs
Build and manage relationships with third-party field service providers across diverse Philippine regions, from metropolitan areas to remote rural locations
Establish performance metrics, service level agreements (SLAs), and quality standards for installation and maintenance services that meet Amazon Leo's high customer experience benchmarks
Create and implement operational processes for inventory management, logistics, installation scheduling, and maintenance services tailored to Philippines unique infrastructure landscape
Partner with global planning, forward logistics, and reverse logistics teams to optimize the supply chain for terminal equipment across the country's varied geographic terrain
Analyze sales forecasts and subscriber growth projections to develop capacity plans that ensure timely installation and service delivery
Drive continuous improvement initiatives that enhance operational efficiency, reduce costs, and elevate customer satisfaction
Develop contingency plans that address potential service disruptions due to seasonal weather patterns, infrastructure limitations, or other region-specific challenges
Collaborate with product, engineering, and business teams to ensure field service requirements are incorporated into product design and business planning
Prepare and deliver comprehensive business reviews to senior leadership on field service performance, strategic opportunities, and potential risks
Lead the design and execution of pilot programs to test new field service technologies, processes, and partner capabilities before full-scale deployment

A day in the life

Start your day reviewing overnight installation completion rates and customer satisfaction scores from the previous day's installations across different regions in the Philippines
Conduct a remote morning huddle with key third-party service provider managers to address any critical issues and align on daily priorities
Analyze performance dashboards to identify trends, bottlenecks, or opportunities for improvement in the installation and service process
Collaborate with the product team on upcoming terminal hardware changes and develop training materials for field technicians
Join a cross-functional meeting with logistics, inventory management, and customer service teams to ensure alignment on upcoming promotional activities that might impact installation volume
Review and approve exception requests for non-standard installations in challenging environments
Participate in contract negotiations with a potential new service provider for expanding coverage in northeastern states
Conduct field visits (remote or in-person) to observe installations and gather direct feedback from technicians and customers
Prepare a weekly business review for leadership highlighting key metrics, challenges, and improvement initiatives
Work with the engineering team to troubleshoot a technical issue reported by multiple field technicians
Develop process improvements based on field feedback and customer experience data
End your day planning resource allocation for upcoming high-volume regions based on the latest sales forecasts

About The Team

Amazon Leo is an initiative to increase global broadband access through a constellation of 3200+ satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Amazon Leo will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.

Basic Qualifications

5+ years of developing, negotiating and executing business agreements experience
Experience managing programs across cross functional teams, building processes and coordinating release schedules
5+ years of experience managing business metrics related to Field Operations in the Philippines
Working experience of ensuring safety with a remote workforce across diverse geographic regions
Proven ability to develop and implement scalable operational processes in the Philippines market

Preferred Qualifications

Experience interpreting data and making business recommendations
Experience identifying, negotiating, and executing complex legal agreements
Experience presenting to senior leadership
Bachelor's degree, or MBA in management, business administration, economics, engineering, marketing
Experience working with a matrixed team of stakeholders to achieve a common goal or equivalent
Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership
Experience working with and managing third party vendors
Experience running an effective operational excellence program
Experience with strong project management skills and the ability to thrive in a fast-paced environment
5+ years of customer-facing environment, or 4+ years of customer-facing environment experience
Knowledge of the satellite broadband or ISP industry and related technologies
Experience with Delivery Service Partner (DSP) or similar program
Proficiency in Philippine languages is a plus

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.

Company - Amazon Kuiper Philippines

Job ID: A10393694

Field Services Manager, Amazon Leo

Field Services Manager, Amazon Leo