About this role
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. The 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 CS customers by running bridge calls and coordinating with Service Delivery, Product, Engineering, PR, Legal, and Security Operations teams 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 - Protect contact channels by identifying known-issue volume and ensuring customers with genuine issues can reach Customer Service without congestion - Provide regular, timely 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