Job Type: Full-time

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.DESCRIPTION: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. 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 customers by coordinating with cross-functional teams such as Service Delivery, Product, Engineering, PR,



and Legal 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- Provide regular, timely incident 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 degradationBASIC QUALIFICATIONS:- Bachelor's degree or equivalent- 2+ years of program or project management 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.)PREFERRED QUALIFICATIONS:- 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 working in an analytical workplace with cross-functional teams- Experience using Microsoft Projects softwareOur 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.

📌 Program Manager, NCC, Network Control Center (Hyderabad)
🏢 Amazon
📍 Hyderabad