Sr. Program Manager, ECR, NOC ECR

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 th