Program Manager, NCC, Network Control Center

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 degradation

Basic 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 environment with cross-functional teams

- Experience using Microsoft Projects software

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