Vacancy description
Amazon Wood
India, Bengaluru
Undergraduate Programme Manager in Bengaluru, India is listed on Jobeax. Browse 30,000+ vacancies available.
The Executive Customer Relations Team operates within Amazon India's Network Operations Center (NOC), serving as the critical bridge between senior leadership escalations and systemic customer experience improvement. The team manages direct escalations from L10+ leaders requiring comprehensive investigation, root cause analysis, executive-level communications, and cross-functional action item ownership. This team aims to transform every executive escalation into a systemic improvement opportunity by conducting rigorous root cause analysis, driving timely CAPA closures, and identifying thematic defect patterns that convert to programmatic interventions — ultimately reducing repeat defects and elevating the end-to-end customer experience across Amazon India's operations.
The individual in this role will own defined workstreams within the ECR program charter, collaborating with program, product, tech, BI, and Science partners to execute, validate, and deploy customer experience capabilities. Successful candidates will have experience in Program Management, comfort working with cross-organizational stakeholders, and the ability to manage competing priorities with appropriate escalation.
As a Program Manager, you will own and deliver well-defined workstreams and projects by coordinating with cross-disciplinary teams to execute customer-facing initiatives. You thrive by understanding the broader vision, aligning your workstream to it, and driving execution — proactively identifying risks, flagging escalations, making day-to-day trade-offs, and balancing business needs against technical constraints. You must decompose assigned projects into clear deliverables with functional specifications and execute them on time with minimal oversight. Good judgment, stakeholder management skills, and the ability to influence peers and partner teams are essential. Working knowledge of data analysis and SQL is expected. The role will also be expected to support Generative AI adoption within ECR — including implementing automated case summarization, contributing to pattern recognition for thematic defects, and supporting predictive escalation routing — executing on identified Gen AI opportunities that augment human judgment, reduce manual effort, and accelerate resolution timelines.
They will be responsible for working with all Miles (LM, MM, FC), Multiple Program teams (ACES, DSP, IHS, FC), and Multiple Product teams (ROW APEX, DEX, RCX) to identify pain points and scope out large high-impact solutions to improve Delivery Experience.
They will develop a roadmap and metrics to measure Action Item progress and own writing reports that detail progress to leadership on a frequent basis.
They will liaise across functions to drive their projects, help clear issues and bottlenecks, and work with technology teams to scope out and drive any tech changes that are needed.
automated case summarization bots, AI-assisted root cause analysis, intelligent response suggestion engines) to improve operational efficiency, reduce manual effort, and accelerate VP inquiry resolution timelines — executing on use cases identified and scoped by leadership
3+ years of program or project management experience
3+ years of working cross functionally with tech and non-tech teams experience
3+ years of defining and implementing process improvement initiatives using data and metrics experience
Bachelor's degree
Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
Experience defining program requirements and using data and metrics to determine improvements
3+ years of driving end to end delivery, and communicating results to senior leadership experience
3+ years of driving process improvements experience
Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
Experience building processes, project management, and schedules
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 for more information.
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