Field Services Manager, Amazon Leo

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