{"id":2717782,"url":"https://alion.io/job/amazon-program-manager-ncc-network-control-center","title":"Program Manager, NCC, Network Control Center","company":{"id":19,"name":"Amazon","domain":"amazon.com","url":"https://alion.io/company/amazon","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":83,"open_postings":4168,"ghost_share":0,"stale_share":0.883,"repost_share":0.001,"time_to_fill_p50_days":16,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Management","role_family":"Management","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":28000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1820},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Microsoft Project","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-07-21T00:00:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-20T01:32:51Z","board_verified":true,"closed_at":null,"days_open":91,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":91},"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.\nWithin 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.\nWe 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.\nKey job responsibilities\n- 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\n- Triage technical and operational incidents, assess customer impact, and coordinate with relevant teams to identify root cause and resolution path\n- Initiate and manage proactive customer communications including website/app banners, IVR updates, and mass notifications to reduce anxiety contacts during known issues\n- Provide regular, timely incident updates to senior leadership with clear customer impact assessments, resolution timelines, and status indicators\n- Dive deep into incident data, identify systemic problems, and present solutions and preventive measures to leadership\n- Develop, maintain, and execute Standard Operating Procedures for incident response scenarios, including coordination playbooks for cross-functional teams\n- Track service health metrics and coordinate with stakeholders to mitigate customer impact during capacity constraints or system degradation\nBasic qualifications\n- Bachelor's degree or equivalent\n- 2+ years of program or project management experience\n- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays\n- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)\nPreferred qualifications\n- Knowledge of Lean principles and DMAIC methodology\n- Experience in MS Access and SQL\n- Experience in requirement gathering and ability to write clear and detailed requirement document\n- Experience working in an analytical environment with cross-functional teams\n- Experience using Microsoft Projects software\nOur 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.","description_format":"text","description_chars":3767,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Ride Hailing","Robotics AI","Advertising","Logistics & Warehouse Robotics"],"lifecycle":[{"event":"open","at":"2026-10-16T14:01:19Z"}],"visa":[],"liveness":{"score":3,"band":"cold","label":"Long shot","p_open":1,"p_active":0.123,"p_room":0.28,"age_days":90,"expected_fill_days":16,"reasons":["conf:0","stale_co","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/amazon-program-manager-ncc-network-control-center","json_url":"https://alion.io/job/amazon-program-manager-ncc-network-control-center.json","meta":{"generated_at":"2026-10-20T01:45:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2125,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":19},"rest":"https://alion.io/mcp/rest/get_company?id=19"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Famazon-program-manager-ncc-network-control-center"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Famazon-program-manager-ncc-network-control-center"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Famazon-program-manager-ncc-network-control-center"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/amazon-program-manager-ncc-network-control-center\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Famazon-program-manager-ncc-network-control-center"}]}