Program Specialist, NCC, Network Control Center

Amazon is hiring a Program Specialist, NCC, Network Control Center in Tokyo, Japan. Level rates it ; you can apply on Amazon.

Level's read on this job

Level rates this role Uses AI ●●○○: an ordinary role that requires AI tools.
The posting mentions GenAI Tools, incident management and cross functional coordination among its tools and skills.
Level classes it as a mid-level role.
Amazon has 20,000+ other open roles on Level.

AI in this role

Manage high-severity customer service incidents within a network control center while utilizing emerging AI productivity tools.

GenAI Tools

incident-managementcross-functional-coordinationcustomer-supportcrisis-management

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 Specialist 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.

At Amazon, you'll work alongside the latest AI and GenAI tools that are increasingly woven into how teams operate: from AI-powered capabilities that accelerate decision-making, to Generative AI that helps you focus on work that truly matters. You'll have opportunities and resources to develop AI fluency at your own pace, with continuous learning built into the culture.

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

Basic qualifications

- Work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment
- 2+ years of program or project management experience
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience in Business English skills, both verbal and written
- Speak, write, and read fluently in Japanese

Preferred qualifications

- Knowledge of Lean principles and DMAIC methodology

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 at Amazon rates 45 out of 100 for how much of the daily work is AI. That makes it Uses AI (AI Level 2 of 4). The level is about AI in the job, not seniority.

Classification

Uses AI. An ordinary role that requires AI tools.

●●●● 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. Read the description and count the AI tools, models and workflows it names.

Key facts

Program Specialist, NCC, Network Control Center is an open job at Amazon.
Level rates this role AI Level 2 of 4: Uses AI.
The role is based in JP, 13, Tokyo.
The job was posted on September 3, 2026.
Seniority: mid.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Incident ManagementCross Functional CoordinationCustomer SupportCrisis ManagementGenAI Tools

Questions you could be asked

Tell me about a project where incident management was part of your work. What did you do?
Tell me about a project where cross functional coordination was part of your work. What did you do?
Tell me about a project where customer support was part of your work. What did you do?
Tell me about a project where crisis management was part of your work. What did you do?
Walk me through how you've used GenAI Tools in your day-to-day work.

Adapt your resume

List these exact terms on your resume: Incident Management, Cross Functional Coordination, Customer Support, Crisis Management, and GenAI Tools. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Put the AI tool in a bullet point about what you did, not just in a skills list. This role treats it as a required part of the job.

Get your CV reviewed before you apply

Send your CV and the role you want next. Your review arrives by email within 3 days.

Get a free CV review Check your resume with the ATS resume checker