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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 Canada. 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


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 Traffic in 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.