Amazon LEO is Amazon’s low Earth orbit satellite network, built to deliver fast, reliable internet connectivity to customers beyond the reach of traditional networks. From individual households to schools, hospitals, businesses, and government agencies, Amazon LEO supports people and organizations operating in regions without consistent connectivity. You will join a diverse team of technical experts focused on delivering exceptional support experiences for Amazon’s most strategic customers. This role is centered on providing white-glove enterprise support and driving operational excellence across customer engagements within the Amazon LEO ecosystem.

As a Lead Enterprise Billing and Account Specialist, you will be responsible for owning enterprise network operations at scale and ensuring reliable, secure, and predictable connectivity for enterprise customers. This role serves as the primary escalation point for high-severity and executive-level incidents, leading complex issue resolution by coordinating across network operations, engineering, product, field services, compliance and legal teams. The role owns customer-facing executive communications during outages and major service events, drives structured post-incident reviews, and ensures corrective actions result in durable, systemic improvements. The Lead Enterprise Network Specialist identifies recurring operational and customer risks, defines scalable incident response and readiness mechanisms, and translates customer insights into actionable inputs for product and network improvements. This role sets the bar for operational rigor, mentor’s senior specialists, and partners cross-functionally to deliver a consistently high enterprise customer experience across regions and services.

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.



Key job responsibilities
• Lead enterprise billing operations for LEO satellite service customers, managing complex usage-based billing for data throughput, terminal activation's, and service-level agreements
• Serve as the primary escalation point for billing disputes related to satellite connectivity charges, overage fees, service credits, and multi-region account reconciliation
• Manage end-to-end billing lifecycle for LEO services including ground station usage, bandwidth consumption, terminal hardware billing, and subscription management across global customer deployments
• Own enterprise LEO operational strategy for a region, segment, or global customer cohort, steady state, incidents, and launches.
• Serve as the senior escalation specialist for executive-level customer issues and systemic service events.
• Lead complex, multi-customer or multi-region incidents, aligning Network, Engineering, Product, Legal, Compliance, and Field support organizations.
• Define and enforce enterprise support standards, readiness models, and incident response mechanisms at scale.
• Own executive customer communications during major outages (LSE’s) , regulatory events, or any service changes.
• Proactively identify operational, regulatory, and customer risks related to global connectivity and service expansion; influence roadmap and launch decisions.
• Partner with senior leaders across Sales, Product, Engineering, and Launch teams to enable large-scale enterprise adoption.
• Lead cross-functional programs that improve enterprise customer experience, operational efficiency, and service reliability.