Are you a technical leader who thrives on keeping complex systems running seamlessly - and is genuinely obsessed with delivering an exceptional experience for the people who depend on them?

As the Manager for the Zappos and Shopbop Performance, Infrastructure, Edge Excellence team, you'll lead a distributed team of 8-10 engineers across Las Vegas, Madison (WI), and New York City, ensuring the IT infrastructure and network systems that power two e-commerce brands stay fast, reliable, and ready for what's next. From corporate office technology to studio production environments, your team supports the complex, interconnected systems that employees and customers count on every day - and you take that responsibility seriously.

You'll own the strategy and execution behind network infrastructure, cloud services, audio/visual systems, and end-user computing, while partnering closely with Amazon IT teams to drive automation, reduce operational overhead, and raise the bar on service delivery. Whether you're resolving a critical infrastructure issue or building long-term resilience into your systems, you lead with a customer-first mindset - because when your team wins, millions of customers and the employees who serve them win too.

Key job responsibilities

Team Leadership & Development

Hire, onboard, mentor, and develop a team of 8-10 IT professionals - including IT Support Engineers, Systems Engineers, and Network Engineers - distributed across Las Vegas, Madison (WI), and New York City

Establish clear performance standards, KPIs, and SLAs to drive accountability, service quality, and continuous improvement across the team

Foster a culture of ownership, where every engineer takes full responsibility for the systems, incidents, and customer experiences under their care

Network & Systems Engineering

Edge Optimization Engineering

Develop and deliver against our CDN strategy to drive reliable uptime for our E-Commerce sites

Build tooling to support cross cutting initiatives, such as SEO and cookie management

Drive best practices for the broader organization in the domains of performance, cost, and

availability

Network & Systems Engineering

Own and manage network infrastructure (Cisco-based environments), maintaining 99.99% uptime across all managed sites

Oversee Server environments to support our physical sites, including authentication,

network storage,, Active Directory/ADFS infrastructure, and cloud-based systems

IT Operations & Service Delivery

Own end-to-end incident management - from triage and on-call response to resolution and post-incident review

Develop and maintain IT procedures and operational processes

Manage equipment and asset inventory across multiple sites

Support Mac and PC device management programs across all locations

Collaborate with Amazon IT teams to align on enterprise policies/standards and identify opportunities for automation, tooling improvements, and operational efficiency

Lead network and IT site expansions, infrastructure builds, and technology migrations

Drive adoption of AI-powered tools and automation to elevate IT service delivery

Create comprehensive documentation and knowledge management systems to support team scalability

Travel

Conduct regular site visits to Las Vegas and New York to assess infrastructure health, team performance, and operational needs

A day in the life

No two days look exactly the same - and that's part of what makes it exciting.

You might start your morning triaging overnight alerts and syncing with on-call engineers in New York and Las Vegas. By mid-morning, you're planning AV infrastructure with Studio Operations in Madison, then aligning with Amazon IT on a cloud migration. Your customers are Zappos and Shopbop employees - merchandisers, photographers, and corporate teams who depend on reliable technology daily. Afternoons bring SLA reviews, 1:1s, and vendor discussions. Every day, you're solving for reliability, speed, and scale across two fast-moving e-commerce brands.

BASIC QUALIFICATIONS

- 5+ years of developing a team of technical professionals across multiple locations experience

- 4+ years of leading technology teams as a information technology operations manager experience, or Bachelor's degree

- 5+ years of change management experience

- Experience with AWS or cloud technologies

- Bachelor's degree

PREFERRED QUALIFICATIONS

- Knowledge of IT best practice frameworks (ITIL, COBIT) and operational excellence concepts or methodologies

- Experience in operations of highly available and scalable internet systems with a large customer base

- Experience with scripting (e.g. Python, PowerShell)

- Experience within e-commerce or Retail fields

- Experience working with device technologies under development, familiarity with flashing firmware, basic device debugging and familiarity with reading/pulling device logs, or experience in development or technical support

- Experience with one or more of the following domains: systems administration (Linux/Window), network administration (DNS, IPsec, BGP, VPN, Load Balancing), or programming (Node.JS, Java, Ruby, C#, Python, or PHP), or experience implementing a cloud-based technology solution

- Experience as a network engineer with deployments for large-scale networks in a corporate environment and hands-on experience in physical infrastructure installations including hardware integration, racking, and cabling

- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience with Active Directory and experience deploying, managing, and optimizing Microsoft Windows Server

- Experience contributing to the definition and implementation of automation opportunities within an operations environment

- Experience creating processes and improving tools that have measurably improved productivity, quality, or advertiser experience

- Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage

- Experience with audio/visual systems and studio production technology

- Familiarity with Atlassian product suite (e.g., Jira, Confluence)

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WI, Madison - 136,500.00 - 184,600.00 USD annually