Program Manager I, Executive Customer Relations

Amazon; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

An established industry player is seeking a Program Manager I for Executive Customer Relations. This role is pivotal in coordinating efforts across operations and program teams, ensuring timely resolution of customer issues and driving long-term solutions. The ideal candidate will possess strong analytical skills, project management expertise, and proficiency in SQL and Excel. As part of a dynamic team, you'll engage with multiple stakeholders, manage complex projects, and contribute to enhancing operational efficiencies. If you're looking to make a significant impact in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• 1+ years of program or project management experience required.
• Strong knowledge of SQL and Excel is essential.

Responsibilities

• Manage cross-functional projects from inception to completion.
• Analyze customer escalations and implement solutions.

Skills

Analytical Skills

Project Management

Communication Skills

Problem Solving

Education

Bachelor's Degree

Tools

SQL

Excel

MS Access

Job description

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 Amazon's 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

1. Work with PM teams to successfully manage difficult, cross-functional projects (from inception to completion) delivering high-quality results.
2. 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.
3. 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.
4. 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).
5. Have good working relationships with stakeholders, managers, and peers. Be able to recognize discordant views and take part in constructive dialogue to resolve them.

BASIC QUALIFICATIONS

- 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

PREFERRED QUALIFICATIONS

- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.