Program Manager I, Executive Customer Relations

Looking for a career at a company that seeks to be Earth s most customer-centric company? If so, meet Amazon.
The Network Operations Center (NOC) is the central command and control center for Transportation Execution across the Amazons transportation network. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon fulfillment centers (FC) and from Amazon FCs to carrier hubs. In case of any exceptions, NOC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem solving, NOC is also charged with understanding trends in network exceptions and then automating processes or proposing process changes to streamline operations. This second aspect involves network monitoring and significant analysis of network data. Overall, NOC plays a critical role in ensuring the smooth functioning of Amazon transportation and thereby has a direct impact on Amazon s ability to serve its customers on time.

Responsibilities of a NOC PM
We are looking for an experienced PM to coordinate and lead efforts across operations and program teams. In this role, the Executive Customer Relations PM will work with stakeholders from multiple partner teams to Dive Deep on customer issues, rescue customers, write a detailed analysis of the incident and create/set-up long term measures in order to reduce repetitive defects in the network. A successful candidate must have very strong analytical skills and expertise in SQL and excel. They will also drive towards simple, scalable solutions to difficult problems, have excellent project-management skills, and be able to communicate complex analytical results, both written and verbally, in a clear and easy-to-understand way.

Key job responsibilities
Work with PM teams to successfully manage difficult, cross-functional projects (from inception to completion) delivering high quality results.
Work with Operations teams to Dive Deep on customer escalations to understand root causes, set up short term and long term solutions, and to prepare summaries/RCAs of the escalation for leadership review
Keep the scope of effort under control and accelerate progress, or operational efficiencies by driving crisp and timely decisions, identifying and clearing blockers, and escalating appropriately.
Own project status communication- consistently impart clear and concise summaries for the projects owned, to your leadership/management team and are effective at answering questions in detail. Represent the team in Business reviews (WBRs/MBRs)
Have good working relationships with stakeholders, managers, and peers. Be able to recognize discordant views and take part in constructive dialogue to resolve them.


A day in the life
An ECR PM would work with stakeholders across INOPS to resolve customer issues, investigate the root causes leading to the customers escalation, set up short term and long term actions to reduce repetition of such defects and prepare a summary of the escalation in a 5why format for leadership review - 1+ years of program or project management experience
- Knowledge of SQL
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Knowledge of processes related to package journey across the network during fulfillment and C-Return