Program Manager II, ECR, NOC ECR

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 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 specifications and execute them on time with minimal oversight. Good judgment, stakeholder management skills, and the ability to influence peers and partner teams are essential. Working knowledge of data analysis and SQL is expected. The role will also be expected to support Generative AI adoption within ECR — including implementing automated case summarization, contributing to pattern recognition for thematic defects, and supporting predictive escalation routing — executing on identified Gen AI opportunities that augment human judgment, reduce manual effort, and accelerate resolution timelines.

Key job responsibilities
They will be responsible for working with all Miles (LM, MM, FC), Multiple Program teams (ACES, DSP, IHS, FC), and Multiple Product teams (ROW APEX, DEX, RCX) to identify pain points and scope out large high-impact solutions to improve Delivery Experience.

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. They will develop a roadmap and metrics to measure Action Item progress and own writing reports that detail progress to leadership on a frequent basis.

They will liaise across functions to drive their projects, help clear issues and bottlenecks, and work with technology teams to scope out and drive any tech changes that are needed.

They will implement and iterate on Generative AI solutions (e.g., automated case summarization bots, AI-assisted root cause analysis, intelligent response suggestion engines) to improve operational efficiency, reduce manual effort, and accelerate VP inquiry resolution timelines — executing on use cases identified and scoped by leadership