About this role
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 identify, scope, and deliver large end-to-end programs by engaging cross-disciplinary teams to design innovative customer-facing initiatives. You thrive by creating a vision, building consensus, and driving results — anticipating bottlenecks, managing escalations, making trade-offs, and balancing business needs against technical constraints. You must break down complex projects into manageable deliverables with clear functional specifications and execute them on time. Maturity, high judgment, negotiation skills, and the ability to influence are essential. Self-sufficiency in data analysis and working knowledge of SQL are critical. The role will also champion Generative AI adoption within ECR — including automated case summarization, pattern recognition for thematic defects, and predictive escalation routing — identifying opportunities where Gen AI can augment human judgment, reduce manual effort, and accelerate resolution timelines. Key job responsibilities 1) 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. 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. 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. 3) 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. 4) They will identify, pilot, and scale 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. 5) They will help define the Gen AI product roadmap for ECR in partnership with Science and Tech teams — establishing success metrics, conducting A/B testing of AI-assisted workflows, and ensuring responsible AI deployment with appropriate human-in-the-loop guardrails.