The Executive Customer Relations (ECR) team at Amazon manages transportation-related escalations across the Indian network, focusing on customer rescue, root cause analysis, and implementing medium to long-term systemic improvements. You will oversee programs such as INOPS VPI and ECR email escalations, collaborating with cross-functional stakeholders to develop proactive solutions. Core responsibilities include responding to inquiries from leadership, resolving contacts from escalation channels, and communicating effectively with both customer service and non-customer service departments. A significant part of the role involves conducting detailed root cause analysis and recognizing systemic issues and quality gaps to enhance the overall customer experience.