Program Manager, NCC, Network Control Center

Customer experience is at the heart of all we do at Amazon as we strive to be Earths 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 worlds 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) Amazons 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
- Bachelors 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

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