Job Description

Description

The Executive Customer Relations Team operates within Amazon India's Network Operations Center (NOC), serving as the critical bridge between senior leadership escalations and systemic customer experience improvement. The team manages direct escalations from L10+ leaders requiring comprehensive investigation, root cause analysis, executive-level communications, and cross-functional action item ownership. This team aims to transform every executive escalation into a systemic improvement opportunity by conducting rigorous root cause analysis, driving timely CAPA closures, and identifying thematic defect patterns that convert to programmatic interventions — ultimately reducing repeat defects and elevating the end-to-end customer experience across Amazon India's operations.

The individual in this role will collaborate across a team of program, product, tech, BI and Science leaders to plan, execute, validate, and deploy complex customer experience capabilities.



This role will partner will partner with teams across IN Ops to launch and drive impact through bespoke product solutions. The ideal candidate will obsess over customers and have a proven track record of delivering results while managing high level of complexity. Successful candidates will have experience with Program Management, have experience working with a variety of cross-organizational stakeholders, and be able to juggle competing priorities.

As a Program Manager, you will identify, scope, and deliver large end-to-end programs by engaging cross-disciplinary teams to design cutting-edge customer-facing initiatives. You thrive by creating a vision, building consensus, and driving results — anticipating bottlenecks, managing escalations, making trade-offs, and balancing business needs against technical constraints. You must break down complex projects into manageable deliverables with clear functional specifications and execute them on time. Maturity, high judgment, negotiation skil

📌 Sr. Program Manager, ECR, NOC ECR (Bengaluru)
🏢 Amazon Filters
📍 Bengaluru