Program Specialist, Network Control Center, Network Control Center

Program Specialist, Network Control Center, Network Control Center

Job :  | Amazon Japan G.K.

- A43

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.

• 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

• 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

• Knowledge of Lean principles and DMAIC methodology

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