Program Manager, NCC, Network Control Center
ADCI HYD 20 SEZ•3h ago
IN, TS, HyderabadHybridFull-timeMid Level2+ yrs exp
Top focus
Program Manager
- Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality
- delightful experience — across all of our CS channels — in every interaction. Within CS, Network Solutions is responsible for designing, planning
- operating the world's largest customer service network — building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences
- continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon. We are seeking a Program Manager to join the Network Control Center (NCC), Amazon's central incident management function for Customer Service. The NCC detects, manages
- resolves high-severity incidents impacting customers, associates, drivers
- brands in real time — coordinating response across dozens of teams to minimize customer impact and restore service. When systems fail at scale, contact volumes spike unexpectedly
- a service disruption threatens millions of customer interactions, the NCC takes command. You will be at the center of that response — running incidents end-to-end, driving cross-functional coordination under pressure
- ensuring leadership has the information they need to make decisions fast. Key job responsibilities - Manage high-severity incidents (Sev1/Sev2) impacting Amazon CS customers by running bridge calls and coordinating with Service Delivery, Product, Engineering, PR, Legal
- Security Operations teams to drive resolution - Triage technical and operational incidents, assess customer impact
- coordinate with relevant teams to identify root cause and resolution path - Initiate and manage proactive customer communications including website/app banners, IVR updates
- mass notifications to reduce anxiety contacts during known issues - Protect contact channels by identifying known-issue volume and ensuring customers with genuine issues can reach Customer Service without congestion - Provide regular, timely updates to senior leadership with clear customer impact assessments, resolution timelines
- status indicators - Dive deep into incident data, identify systemic problems
- present solutions and preventive measures to leadership - Develop, maintain
- execute Standard Operating Procedures for incident response scenarios, including coordination playbooks for cross-functional teams - Track service health metrics and coordinate with stakeholders to mitigate customer impact during capacity constraints or system degradation
- 2+ years of program or project management experience - 3+ years of Computerized Maintenance Management System program experience - 3+ years of maintenance planner/scheduler in industrial maintenance, manufacturing
- distribution industries experience - 3+ years of advanced Microsoft Word and Excel experience - Bachelor's degree in relevant field
- 2+ years of Amazon RME (BB/3P) full time experience - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Knowledge of Lean principles and DMAIC methodology - Experience in MS Access and SQL - Experience in requirement gathering and ability to write clear and detailed requirement document - Experience using Microsoft Projects software - Experience with material handling systems (MHS) installation, operation and maintenance - Experience working in an analytical environment with cross-functional teams 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.
Required skills
program managementproject managementMicrosoft WordMicrosoft ExcelMS AccessSQLMicrosoft ProjectsLeanDMAICmaterial handling systems