Sr. Program Manager, ECR, NOC ECR

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 be responsible for identifying, scoping, and delivering large end to end programs.You will have the opportunity to engage with experienced cross-disciplinary teams to conceive of and design innovative customer facing initiatives.You thrive through creating a vision, building consensus and driving teams towards results.You will anticipate bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical constraints.An ability to take large, significantly complex projects and break them down into manageable pieces, develop functional specifications, then deliver them in a successful and timely manner is expected.Maturity, high judgment, negotiation skills, ability to influence are essential to success in this role.This role will require the candidate be self-sufficient to analyze large amounts of data. So, working knowledge of SQL is critical for success.

Key job responsibilities
1) They will be responsible for working with all Miles(LM,MM,FC), Multiple Program teams( ACES, DSP, IHS, FC), Multiple Product teams( ROW APEX, DEX, RCX) to identify pain points and scope out large high impact solutions to improve Delivery Experience
2) They will be responsible for driving VP inquiries to closure within SLA with clear articulation of issue and recommended initiatives to arrest the root cause of the defect.
3) The program manager will develop a roadmap and metrics to measure progress of the Action Items provided during VP inquiry. They will also own writing reports that detail the progress to leadership on a frequent basis
4) They will liaise across functions to drive their project and help clear issues and bottlenecks.
5) They will work with technology teams to scope out and drive any tech changes that are needed

BASIC QUALIFICATIONS

• 5+ years of working cross functionally with tech and non-tech teams experience
• 5+ years of program or project management experience
• 5+ years of delivering cross functional projects experience
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

PREFERRED QUALIFICATIONS

• Master's degree, or MBA in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
• 2+ years of driving process improvements experience

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