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Description

Leo is Amazon’s low Earth orbit satellite broadband network. Its mission is to deliver fast, reliable internet to customers and communities around the world, and we’ve designed the system with the capacity, flexibility, and performance to serve a wide range of customers, from individual households to schools, hospitals, businesses, government agencies, and other organizations operating in locations without reliable connectivity.

The Amazon Leo North America Consumer team is looking for a talented Senior Product Manager to lead customer lifecycle management in the US. This role is responsible for retention, customer satisfaction, and revenue growth. You will have a high degree of ownership as you define customer needs, identify customer pain points, and shape the desired customer experiences. You will work closely with Business Strategy, Product, Sales, Marketing, Finance, Legal, Global Planning and Operations, Customer Service, Field Services, and more. A successful candidate will be both entrepreneurial, highly analytical, and able to work extremely effectively in a matrixed organization. We are looking for someone customer obsessed and technology savvy with a proven track record of leading new initiatives, especially related to customer base optimization. You will be a self-starter, comfortable with ambiguity in a fast-paced and ever-changing environment—all while ensuring we’re optimizing for the ideal customer experience and balancing business financials.

Key job responsibilities

* Develop and execute strategies to optimize the existing and future subscriber base to achieve monthly, quarterly, and annual retention, customer satisfaction, and revenue growth targets

* Develop and execute on the retention and win-back strategy while maintaining a cohesive experience across all sales channels and customer-facing touchpoints, including close partnership with customer support

* Develop and execute on the upgrade, add-on, and trade-in strategies while maintaining a cohesive experience across all sales channels and customer-facing touchpoints, including close partnership with customer support

* Analyze and leverage customer data and trends to inform consumer product strategy, develop thoughtful customer experiences and journeys, and present detailed business cases for new opportunities to executive leadership

* Own the bottom-up churn forecast for long-range business planning cycles and near-term operational requirements

* Track and report on subscriber retention and churn trends, business performance, variance to plan, and corrective actions as part of weekly, monthly, and quarterly business reviews

* Deliver insightful business analyses, financial models, and comprehensive, written strategy documents considering different types of data and inputs across a broad range of stakeholders

* Demonstrate effective interpersonal skills to build relationships with cross functional teams to influence global business management and foster a culture of global collaboration by sharing best practices with your global team members, partners, and stakeholders

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.

Basic Qualifications

- Experience with end to end product delivery

- 5+ years experience in a corporate strategy, product management, customer lifecycle management or analytics role

- 5+ years of managing business metrics or a strategic function, such as managing a P&L, revenue targets and/or customer satisfaction/loyalty

- 5+ years experience in consumer telecommunications (pay TV, phone or internet) or satellite services

Preferred Qualifications

- Ability to succeed in an entrepreneurial and fast paced culture

- Able to apply high level analytical and creative problem-solving skills

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,500/year in our lowest geographic market up to $206,000/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 . This position will remain posted until filled. Applicants should apply via our internal or external career site.