LEO Support Quality and Continous Improvement Manager, Leo Customer Support

About this role

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Skills you'll use

What you'll do

• Directly evaluate and improve the quality of support interactions including satellite network troubleshooting, connectivity diagnostics, account management, and service configuration support delivered to Leo customers. Establish mechanisms to systematically identify and drive resolution of repetitive or serious customer support problems. Simplify and reduce operational expenditure through quality-driven process optimization.
• Quality Framework Ownership: Define, implement, and govern the end-to-end quality assurance framework across all support tiers (Tier 1–3), channels, and customer segments (B2B and B2C). Establish scoring rubrics, calibration cadences, and audit methodologies aligned to customer experience outcomes.
• Six Sigma & Continuous Improvement: Lead structured improvement programs using Six Sigma (DMAIC/DMADV), root cause analysis, and statistical process control. Identify systemic defects in support processes and drive measurable reductions in defect rates, repeat contacts, and escalations.
• KPI Definition & Governance: Define and track quality KPIs including Quality Assurance scores, Critical Error Accuracy, First Contact Resolution, CSAT/NPS correlation to quality, and cost-of-poor-quality metrics. Establish governance through regular operational reviews, trend reporting, and executive dashboards.
• Voice of Customer Integration: Partner with Voice of Customer and Customer Insights teams to connect quality findings with customer sentiment data. Translate feedback signals into actionable quality improvement initiatives.
• Calibration & Standardization: Drive calibration programs across internal and outsourced support teams to ensure consistent quality evaluation. Establish and maintain quality standards documentation, scoring guidelines, and training feedback loops.
• Support for Technical & Partner Channels: Develop quality standards tailored to technical support interactions (network troubleshooting, integration support, API/tooling assistance) for Enterprise Partner (B2B2X), Telco, and SATCOM customers — ensuring technical accuracy and resolution quality are measured alongside soft skills.
• Cross-Functional Collaboration: Partner with Training, Content, Operations, and Product teams to close quality gaps. Influence support tooling, knowledge management, and workflow design based on quality insights.
• Vendor & Outsource Quality Management: Establish quality contractual requirements, monitoring frameworks, and performance management processes for outsourced support partners. Drive accountability through data transparency and joint improvement plans.
• Strategic Roadmap: Create the quality program roadmap; influence senior leadership on investment priorities, technology enablement (speech analytics, AI-assisted QA), and resource allocation through data-driven business cases.

Who can apply

• - 5+ years of working cross functionally with tech and non-tech teams experience
• - 5+ years of team management experience
• - 5+ years of cross functional project delivery experience
• - 5+ years of program or project management experience
• - Experience defining program requirements and using data and metrics to determine improvements
• - Six Sigma Black Belt certification

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