Field Services Lead

Description

Amazon Leo is Amazon's low Earth orbit satellite network. Our mission is to deliver fast, reliable broadband connectivity to customers beyond the reach of existing networks. From households to small businesses, schools, hospitals, and government agencies, Amazon Leo will serve communities and organizations operating in places without dependable internet access.

Amazon Leo is seeking a US Field Services Leader to own the end-to-end professional installation and support experience for residential, business, and government customers across the United States. The ideal candidate brings deep experience launching and scaling Field Operations in telecommunications, satellite, or in-home services environments, with a proven ability to translate subscriber forecasts into operational plans, build high-performing partner networks, and drive measurable improvements in customer experience.

Key job responsibilities
• Launch and scale Amazon Leo's professional satellite installation and maintenance network for Residential, Business, and Government customers across the United States, building the operational foundation to deliver fast, reliable connectivity to unserved and underserved communities.

• Lead cross-functional coordination across Go-to-Market, Supply Chain, Hardware Engineering, Customer Support, and Product/Program Management to ensure installation readiness, technician enablement, and seamless customer handoffs from order through activation.

• Review subscriber forecasts and demand signals, translate them into regional capacity plans and staffing models, and partner with forward and reverse logistics teams to optimize inventory allocation and fulfillment processes across service territories.

• Own end-to-end field service performance, including install success rate, SLA adherence, and customer satisfaction, driving continuous improvement through root cause analysis and process optimization.

• Build scalable mechanisms for delivering an exceptional customer experience, while providing clear visibility to senior leadership on progress, risks, and outcomes.

• Serve as the voice of Field Services internally, synthesizing technician and customer feedback to drive changes to tools, training, processes, and products that improve installation quality and efficiency at scale.

• Develop and manage a multi-year Field Services strategy and roadmap, identifying opportunities to reduce cost, improve speed, and raise the bar on customer experience as the network scales.
• Prepare concise operational readouts, capacity plans, and decision memos for senior leadership, translating complex field dynamics into clear recommendations and tradeoff analyses.

• Actively mentor team members and contribute to the development of the broader Amazon Leo Field Services organization.

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

- 8+ years of relevant field experience
- Experience developing operational metrics
- Experience leading and interacting with cross-functional teams

Preferred Qualifications

- Bachelor's degree
- Experience using data and metrics to influence senior leadership and drive organizational change
- Master's degree or above in business, engineering, operations, supply chain, transportation logistics
- Experience working with and managing third party vendors
- Experience with Field Services Management (FSM) platforms and workforce scheduling tools

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.