Program Specialist, NCC, Network Control Center, Amazon Customer Service

Amazon is hiring a Program Specialist, NCC, Network Control Center, Amazon Customer Service in Hyderabad, India. Level rates it ; you can apply on Level.

Level's read on this job

On Level's scale, this customer service role is Little AI ●○○○: aI is not part of the work.
Amazon has 22,000+ other open roles on Level.
This posting went up in the last few days.

AI in this role

Amazon's Network Control Center (NCC) owns real-time observability, situational awareness, and coordinated intervention across the network to rapidly detect and eliminate issues before the customer journey is degraded.

The Real-Time Remedies Execution (RTRE) function within NCC acts as the centralized communications liaison between Amazon's Recovery teams, Business teams, and Amazon's customers. The mission is to help prevent contacts to Amazon by executing bulk actions on accounts and communications to customers impacted by large-scale issues. RTRE team is responsible for communicating to millions of D2customers each year across more than 20+ languages and owns all bulk actions such as large-scale physical and digital order refunds, cancellations, and more.

Do you want to join a team focused on critical communication and incident recovery, and play a role in the decision-making processes that restore/retain customer trust? Are you a passionate learner willing to relentlessly Deep Dive into data sets and partner with business analysts, advocates across leadership, and business teams? Do you thrive in a culture where Customer Obsession and the Bias For Action are highly valued?

As a Program Specialist, you will play a key role on the team by managing stakeholders on large-scale customer-impacting issues, owning relationships with partner teams, validating data, investigating customer issues, and driving the communications process from creation to execution. You will also contribute to NCC's broader mission of detecting and resolving incidents before customers are impacted, collaborating across multiple teams within the network. You will be detail oriented and results driven to ensure flawless communication execution as well as ensure the needs of both the customers and the business are addressed. Outside of these day-to-day duties, Program Specialists will own and have to work on process improvements.

Key job responsibilities
- Own and drive bulk recovery action for D2 customers, including data validation, stakeholder coordination, and flawless execution.
- Publish customer-facing mass communications, independently assessing situations and advocating for the most customer-centric path forward.
- Manage high-severity incidents by collaborating cross-functionally to mitigate risks to business, customer experience, and associate experience.
- Serve as the liaison between business analyst teams, product teams, and recovery stakeholders on complex issues requiring data assistance or tooling alignment.
- Execute high-impact mitigation actions using various tools while performing quality checks to ensure ideal customer outcomes.
- Plan, prioritize, and deliver team-related projects, balancing day-to-day operations with longer-term improvement initiatives.
- Identify process improvement opportunities, propose changes, and amend SOPs once approved.

A day in the life
Our team supports customers impacted by issues with Amazon's first-party products and services (Kindle, Echo, Appstore, Prime Video, etc.). We provide critical communications and take proactive actions to resolve their concerns, reducing the need for customers to contact customer service and improving their overall experience.

Program Specialists manage requests related to D2, collaborating one-to-one with requesting teams to identify optimal solutions for business POCs and impacted customers. Work varies daily - from stakeholder management and content creation to data handling. Once approved, specialists use various tools to execute large-scale actions: mass communications, push notifications, refunds, and order cancellations.

Basic qualifications

- Work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment
- Bachelor's degree or equivalent, or experience driving internal cross-team collaboration
- Experience working with Microsoft Word, Excel and PowerPoint
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Work all days and shifts, including overtime (24 hours a day, 7 days a week operation, including holidays)

Preferred qualifications

- Experience working with data and leveraging analytics to make decisions
- Experience creating and delivering written and oral communications for technical and non-technical audiences
- Experience managing multiple projects, prioritizing, planning, and managing time
- Experience in a highly agile environment
- Experience in content writing

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

How we rate this

Program Specialist, NCC, Network Control Center, Amazon Customer Service at Amazon rates 37 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Key facts

Program Specialist, NCC, Network Control Center, Amazon Customer Service is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in IN, TS, Hyderabad.
The job was posted on October 19, 2026.
Applications are handled by Amazon. Apply on Amazon