# Manager Program Manager, Relay Operations Center Quality and Customer Experience, North America at Amazon

Amazon is hiring a Manager Program Manager, Relay Operations Center Quality and Customer Experience, North America in Hyderabad, India. Level rates it Little AI ●○○○; you can [apply on Level](https://jobsbylevel.com/go/95fa7365-9c8e-4e6e-aff8-ec9cd861d448?utm_medium=ai-agent).

AI Level 1, AI centrality 34 out of 100. IN, TS, Hyderabad.

## Details

- Company: [Amazon](https://jobsbylevel.com/companies/amazon)
- AI level: AI Level 1 (score 34 out of 100)
- Location: IN, TS, Hyderabad
- Posted: October 13, 2026
- Apply: https://jobsbylevel.com/go/95fa7365-9c8e-4e6e-aff8-ec9cd861d448?utm_medium=ai-agent

## Description

Amazon's Relay Operations Center (ROC) is the execution backbone of North America's middle-mile transportation network—managing tens of millions of loads annually across a vast asset base. As we deploy an ambitious automation program that will fundamentally transform how carriers and drivers interact with our network, we need a results-driven Program Manager to ensure that speed never comes at the cost of experience. You will lead quality improvement cycles, drive customer experience (CX) metric adoption, and partner with operations, technology, and training teams to deliver measurable improvements in carrier and driver experience across NA ROC operations. This role requires you to think big, dive deep, and balance strategic planning with hands-on program execution. As Program Manager, ROC Quality & Customer Experience, you will serve as a strategic advisor to internal and external stakeholders while driving the adoption and engagement of ROC's quality and CX programs. You will be responsible for developing long-term OP planning inputs, contributing to the three-year vision, and building strategic roadmaps for quality and training. In addition to long-term strategic planning, you will partner closely with operations, workforce planning, learning partners, and technology teams to operationalize and deliver improvement initiatives at mid-term horizons. You will lead a diverse team across various levels and capabilities—program managers, quality analysts, and business analysts—to drive results for NA Transportation Operations. You will set and drive a culture of defect reduction through continuous improvement cycles, maintaining accountability across multiple business units to deliver large-scale, high-visibility projects. It is an exciting role where you will interact with Sr. Leaders (Directors and VPs) from different organizations across NA. Key job responsibilities CX Metrics & Quality Improvement ·Own execution and continuous improvement of core CX metrics — TTR, PRR, FCR, and Repeat Rate — across automated and human-handled interactions ·Drive quality defect reduction through closed-loop cycles: defect detection → root cause analysis → SOP update → training content → effectiveness validation ·Support deployment of AI-powered quality monitoring (Contact Lens) to expand audit coverage and identify tone, clarity, and soft-skill gaps across voice transactions Training & Operational Effectiveness ·Partner with L&D and workforce planning teams to operationalize training plans addressing quality gaps and automation readiness ·Develop strategic roadmaps for quality and training, including OP planning inputs and three-year vision contributions ·Lead continuous improvement initiatives that reduce defect rates through structured coaching frameworks and SOP standardization Voice of Customer & Carrier Advocacy Drive the Anecdotes Program — intake, 5-why investigation, closed-loop resolution, and systemic prevention of recurring carrier issues ·Partner with Relay Product, TTS, and Middle Mile teams to translate carrier feedback into actionable program improvements and roadmap priorities Automation CX Readiness ·Conduct pre-launch CX impact assessments and 30/60/90-day post-launch audits for automation deployments, ensuring quality parity between automated and manual processes ·Own case transfer governance and routing optimization, reducing unnecessary handoffs and improving first-contact resolution Stakeholder Management & Reporting ·Present quality and CX insights in WBRs, MBRs, and QBRs to Director and Sr. leadership audiences, translating data into prioritized action plans ·Lead a diverse team of program managers, quality analysts, and business analysts; partner cross-functionally with TTS Engineering, Relay Product, WFM, L&D, and PXT A day in the life You start your morning reviewing CX metrics dashboards and preparing a narrative update for a leadership review. By mid-morning, you are in a working session with Relay Product and

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/manager-program-manager-relay-operations-center-quality-and-customer-experience-north-america-at-amazon-e8d967

Source: https://jobsbylevel.com/jobs/manager-program-manager-relay-operations-center-quality-and-customer-experience-north-america-at-amazon-e8d967

## Cite this page

Level. https://jobsbylevel.com/jobs/manager-program-manager-relay-operations-center-quality-and-customer-experience-north-america-at-amazon-e8d967.

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