Program Manager, NCC, Network Control Center

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.

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

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

Our 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.