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 prospect 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 own defined workstreams within the ECR program
charter, collaborating with program, product, tech, BI, and Science partners to
execute, validate, and deploy customer experience capabilities. This role will
coordinate with teams across IN Ops to support the launch and adoption of




bespoke product solutions within their assigned scope. The ideal candidate will
obsess over customers and have a demonstrated ability to deliver results while
managing moderate complexity and ambiguity. Successful candidates will have
experience in Program Management, comfort working with cross-organizational
stakeholders, and the ability to manage competing priorities with appropriate
escalation.

As a Program Manager, you will own and deliver well-defined workstreams and
projects by coordinating with cross-disciplinary teams to execute
customer-facing initiatives. You thrive by understanding the broader vision,
aligning your workstream to it, and driving execution — proactively identifying
risks, flagging escalations, making day-to-day trade-offs, and balancing
business needs against technical constraints. You must decompose assigned
projects into clear deliverables with functional specifica

📌 Program Manager II, ECR, NOC ECR (Hyderabad)
🏢 Amazon
📍 Hyderabad