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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, and delightful experience - across all of our CS channels - in every interaction.
Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network - building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and 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, and resolves high-severity incidents impacting customers, associates, drivers, and 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, or 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, and 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, and Security Operations teams to drive resolution
- Triage technical and operational incidents, assess customer impact, and coordinate with relevant teams to identify root cause and resolution path
- Initiate and manage proactive customer communications including website/app banners, IVR updates, and 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, and status indicators
- Dive deep into incident data, identify systemic problems, and present solutions and preventive measures to leadership
- Develop, maintain, and 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, or distribution industries experience
- 3+ years of advanced Microsoft Word and Excel experience
- Bachelor's degree in relevant field, or 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Job ID: 150091635
Skills:
google sheets , online learning , Webinars, digital content, CRM Tools, masterclasses, Coordination, task management tools, project trackers, virtual events, B2B programs, program management
Skills:
Ms Office Applications, Injection molding machinery, CPQ systems, Project Management, Electrical Engineering, Electronic technologies
Skills:
Excel, Sql, data analysis tools
Skills:
Tableau, Power Bi, Sql, Excel, Vba, Lean Principles, MS Access, DMAIC methodology
Skills:
google sheets , Sql, Python
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