---

---

Location

India | India

---

Job description

DESCRIPTION

NOC (Network Operations Center) is the central command and control center for 'Transportation Execution' across the 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 (First Mile) to carrier hubs (Middle Mile), delivery stations and finally to our customers (Last Mile). 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.
Within NOC, Executive Customer Relations (NOC-ECR) team manages IN trans related escalations for rescue, root causing and medium/long term systemic changes. The team manages multiple programs such as INOPS VPI, ECR email escalations and customer rescue programs. The team liaises with stakeholders across the IN Network to develop proactive rescue mechanisms, solutions and systemic fixes around the opportunities identified through root cause analysis to improve CX.
This role requires regular interaction with senior Amazon executive leaders and works with challenging SLAs, hence the ideal candidate will need to possess superlative written and verbal communication skills, excellent deep diving abilities, bias for action, ability to think big and systemic problem solve mindset. At the core of the position is a high attention to details, and delivering high quality results on time.

Key job responsibilities
. Work with program managers, last mile leaders and CS teams to communicate and impact critical business initiatives
. Be proficient at transforming raw thoughts into clear, consistent, accurate documentation and/or direction
. Work with PM teams to successfully manage difficult, cross-functional projects, delivering high quality results (e.g., efficient, compliant, understandable, secure, maintainable, low-defects, etc.).
. Own VP+ escalations deep dives and also support the team in disputing the ownership where ever required
. Define and execute the project plan from design to release which involves communicating to partner teams, developing the process map and managing implementation.
. Work with multiple organizations and stakeholders to improve workflows.
. Innovate to improve customer experience and continuously improve rescue programs.
. Ability to communicate updates both verbally and written to leadership

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, TS, IND

BASIC QUALIFICATIONS

- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- 5+ years of working cross functionally with tech and non-tech teams experience
- Experience defining program requirements and using data and metrics to determine improvements
- Experience managing teams

PREFERRED QUALIFICATIONS

- Experience managing, analyzing and communicating results to senior leadership

---

Job tags

---

---

Salary