Tech Infra PM - OIS, Customer Experience Infrastructure, Customer Project Intake

Lead the transformation of Amazon's infrastructure operations by owning the complete lifecycle of customer infrastructure projects—from intake evaluation through handover and deployment. As a Technical Infrastructure Program Manager in OIS Customer Project Intake, you will be the single‑threaded owner of a portfolio of cross‑functional infrastructure builds that directly enable Amazon's fulfillment network expansion. You will evaluate complex customer requests, resolve execution gaps, author deployment strategies, pilot innovative solutions in new use cases, and orchestrate seamless handovers to operations partners—all while maintaining governance over our intake quality deployment runbook and piloting frameworks. Guide strategic and tactical execution of infrastructure programs across First Mile, Middle Mile, Last Mile, and Specialty Operations Evaluate customer intake requests using data‑focused prioritization frameworks and make go/no‑go choices that impact millions in capital allocation Bridge the gap between customer needs and technical execution by identifying and resolving information gaps with engineering leads and stakeholders Author standardized deployment runbooks that enable Field IT and third‑party vendors to execute complex infrastructure changes at scale Lead pilot programs that validate new use cases and process innovations before full‑scale rollout Coordinate cross‑functional teams (Device Technology, Operations Technology Network, OIS Security) and manage third‑party vendor dependencies Own governance over intake quality, piloting frameworks, and handover checklists—continuously improving our processes Why You’ll Love This Role You will work on infrastructure problems that directly impact Amazon's operational efficiency and customer experience. This role offers high visibility, strategic influence, and the opportunity to shape how Amazon scales its physical infrastructure. You will partner with senior leaders, drive meaningful process improvements, and develop expertise across Amazon’s infrastructure domains. Key job responsibilities Evaluate incoming customer infrastructure requests using the OIS Prioritization and Scoring Framework (0-100 scale) to identify project viability, timeline feasibility, scope alignment, and funding requirements; make go/no‑go choices with business impact Identify and resolve execution gaps by engaging customers and OIS Engineering leads to clarify requirements, technical constraints, and dependencies blocking project progression Author and maintain standardized deployment runbooks that provide step‑by‑step execution instructions for Field IT teams and third‑party vendors, ensuring consistency and quality across all customer deployments Plan, execute, and evaluate pilot programs that validate new use cases, process innovations, and bespoke infrastructure solutions; define success criteria and manage stage gates from pilot initiation through full‑scale rollout Coordinate handover of completed intake requests to downstream operations partners (OTS Field IT, RME, site operations); engage and manage third‑party vendor dependencies for directed work outside internal Amazon teams Maintain governance over the Customer Project Intake framework, including piloting standards, runbook quality, intake evaluation processes, and handover process A day in the life Morning (9:00 AM – 12:00 PM) Start with your daily standup with your Customer Solutions Manager Tech (CSMT) Intake partner to align on intake request status, pilot program progress, and any execution blockers. Review three new customer infrastructure requests submitted overnight; use the OIS Prioritization and Scoring Framework to assess project viability, timeline feasibility, and funding alignment—flag two requests for deeper technical review with OIS Engineering leads. Kick off a working session with a customer to resolve execution gaps on their First Mile automation project; clarify OIS technical dependencies with the CSMT and identify additional stakeholder dependencies, or third‑party vendor timelines. Midday (12:00 PM – 3:00 PM) Attend a cross‑functional sync with Device Technology, Operations Technology Network (OTN), and OIS Security teams to align on a pilot program launching next week; confirm stage gates, success metrics, and Field IT readiness. Author deployment runbook updates for a Last Mile solution going into a new geographic region; incorporate lessons learned from the previous pilot and ensure step‑by‑step clarity for Field IT execution. Coordinate with a third‑party vendor managing infrastructure installation at a new fulfillment center; resolve timeline conflicts and confirm handover readiness with downstream operations partners (OTS Field IT, RME). Afternoon (3:00 PM – 5:30 PM) Review pilot program results from a Specialty Operations use case; examine technical, operational, and business success criteria to identify readiness for full‑scale rollout. Prepare intake quality governance updates—audit recent runbooks and handover checklists for compliance with OIS CPI standards; identify process improvement opportunities. Participate in a leadership review meeting to present intake portfolio status, highlight key risks, and discuss strategic priorities for the next quarter. Your Stakeholders Internal: OIS Engineering leads, Device Technology teams, Operations Technology Network (OTN), OIS Security, OTS Field IT, RME, site operations teams, leadership. External: Customers across First Mile, Middle Mile, Last Mile, and Specialty Operations; third‑party vendors and contractors managing directed work. Problems You’ll Solve How do we evaluate and prioritize hundreds of customer infrastructure requests against limited resources and timelines? What information gaps are blocking project execution, and how do we resolve them quickly? How do we standardize and scale deployment processes so Field IT can execute complex infrastructure changes reliably? How do we validate new use cases and process innovations before committing to full‑scale rollout? How do we ensure smooth handovers to operations partners so projects don’t stall at the finish line? Benefits Medical, Dental, and Vision Coverage Maternity and Parental Leave Options Paid Time Off (PTO) 401(k) Plan Team Mission The OIS Customer Project Intake (CPI) team is the strategic gateway for infrastructure innovation across Amazon’s fulfillment network. We evaluate, prioritize, and execute customer infrastructure requests that enable First Mile, Middle Mile, Last Mile, and Specialty Operations to scale efficiently and reliably. We transform customer needs into standardized, repeatable infrastructure solutions—piloting new use cases, authoring deployment strategies, and ensuring seamless handovers to operations partners. Our work directly impacts Amazon’s operational efficiency, capital allocation choices, and customer experience. Team Culture We believe in knowledge sharing over information hoarding. Our culture is built on open communication, radical candor, and the free flow of ideas. We create safe spaces for team members to ask difficult questions, scrutinize assumptions respectfully, and speak uncomfortable truths—because we know that honest dialogue leads to better selections. We value transparency in how we work, why we make selections, and what we’re learning along the way. Communication is a top priority; we listen carefully to what’s said and what’s left unsaid, and we address elephants in the room with empathy and directness. We’re a high‑performing team that believes in building a contagious culture—one that spreads virally across the organization rather than staying contained within our walls. We showcase our work, share our learnings, and celebrate wins collectively. We invest in continuous improvement, automation, and AI‑powered workflows that make our processes smarter and faster. We’re not afraid to experiment, fail fast, and iterate. BASIC QUALIFICATIONS 3+ years of technical infrastructure management experience Knowledge of best practices and emerging technologies, related to infrastructure (i.e., network, data center, hardware, software) Experience with varying scenarios of infrastructure builds PREFERRED QUALIFICATIONS Experience translating customer needs into business requirements Experience analyzing data to make business decisions Experience in process design and documentation Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. #J-18808-Ljbffr