We are looking for an exemplary program leader who will own the development and scaling of servicing and maintenance programs for new electrification products entering Amazon's fleet. You will be the connective tissue between product/engineering teams building new technologies and the field operations organizations that must keep them running at scale. Your job is to ensure that every new product we deploy has a clear, executable service & support strategy - from understanding how it fails, to ensuring technicians can fix it, to building the feedback loops that make the next version better.

This is a role for someone who thrives in ambiguity. New products don't come with established maintenance playbooks - you'll write them. They don't come with existing technician networks - you'll identify and develop them. They don't come with performance baselines - you'll define the metrics that tell us whether a product is succeeding or struggling in the field. You will take nascent technologies from pilot to production-scale maintenance readiness, building the programs that ensure reliability outcomes keep pace with deployment velocity.

While the broader team manages today's fleet, your focus is on what's coming next - ensuring new products are integrated into existing monitoring, ticketing, and dispatch workflows seamlessly, and that the lessons learned from the field flow back to the teams designing the next generation of products.

You move fast, operate independently, and have a track record of building program strategies from scratch in ambiguous environments and delivering them at scale. You are comfortable with new technologies, energized by learning how things work (and how they break), and skilled at building cross-functional alignment across engineering, product, operations, and external partners.

Key job responsibilities

Develop end-to-end servicing and maintenance strategies for new electrification products - from initial technology assessment through scaled field operations - ensuring maintenance readiness keeps pace with product deployment timelines

Build deep understanding of new product technologies, architectures, and failure modes through partnership with engineering and product teams, translating technical complexity into actionable maintenance and servicing requirements

Identify, evaluate, and onboard technician partners capable of servicing new technologies - including assessing technical capabilities, geographic coverage, and capacity to scale with deployment growth

Design and deliver training programs for third-party technician partners, ensuring they have the knowledge, tooling, and certification to service new products safely and effectively at quality standards

Define success metrics and performance frameworks for new products in the field - including reliability KPIs, servicing quality indicators, and maintenance cost targets - and build measurement systems to track them from pilot through scale

Integrate new products into existing monitoring, ticketing, and dispatch workflows - partnering with the 24/7 Network Operations Center to ensure new assets are visible, alarmed appropriately, and routed correctly for field response

Build and operationalize feedback loops from field operators, technicians, and maintenance data back to product and engineering teams - ensuring field performance insights drive design improvements, component changes, and reliability enhancements in subsequent product iterations

Drive cross-functional alignment across Engineering, Product, Operations, Supply Chain, and vendor partners to ensure new product maintenance programs are integrated with broader fleet expansion planning and technology roadmaps

Develop and maintain new product maintenance playbooks, standard operating procedures, and escalation paths that enable the broader maintenance organization to absorb new products into steady-state operations

Travel to field locations, vendor sites, and pilot deployments to build firsthand understanding of product performance, technician capabilities, and operational realities (minimum 30% travel required)

A day in the life

Your Tuesday starts with a technical deep-dive alongside the engineering team launching a next-generation charging product. They're walking you through the power electronics architecture and thermal management system - you're asking the questions that matter for serviceability: What are the expected wear components? What does a failure look like at the board level? What diagnostic data is available remotely vs. requiring an onsite visit? You leave with a draft failure mode map and a list of follow-ups to inform your maintenance strategy.

Mid-morning, you're on a call with a prospective technician partner you've identified for the new product line. They have strong high-voltage electrical capabilities and regional coverage that aligns with your Phase 1 deployment sites. You're assessing their training infrastructure, their willingness to invest in certification for a new technology, and their capacity to scale from 10 sites to 200 within 18 months. You document your evaluation and add them to your partner development pipeline.

After lunch, you're reviewing field data from the pilot deployment of a product that launched 8 weeks ago. You notice a pattern - a specific component is failing at a higher rate than engineering predicted, and technician repair times are longer than your target because the diagnostic procedure is unclear. You draft a product feedback brief for the engineering team with data, field technician observations, and a recommended design change. Simultaneously, you update the technician training module to address the diagnostic gap in the interim.

Later in the week, you present your new product maintenance readiness review to your manager and cross-functional stakeholders: deployment timeline, technician partner status, training completion rates, monitoring integration milestones, and the metrics framework you'll use to assess field performance. You flag one risk - a tooling dependency that could delay technician readiness - and propose a mitigation plan. You close the week by joining a field visit to observe technicians performing their first unassisted service on the new product, validating that your training program translates to real-world execution.

BASIC QUALIFICATIONS

- 5+ years of program or project management experience

- Experience using data and metrics to determine and drive improvements

- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

- 5+ years of developing program strategies and plans, diving execution, and influencing senior stakeholders experience

- 5+ years of leading large complex programs experience

- Experience developing and launching maintenance, servicing, or field operations programs for new or complex technical products

- Experience developing training programs or technical enablement content for field technicians or service partners

PREFERRED QUALIFICATIONS

- Knowledge of general AI tools

- 3+ years of working cross functionally with tech and non-tech teams experience

- Bachelor's degree in supply chain, business, engineering, finance or related technical or quantitative field

- Experience in fast-paced, high-growth environments where operational programs must scale rapidly alongside product deployment

- Experience with electrification technologies, EV charging infrastructure, power electronics, energy storage, or related hardware products

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, CA, San Francisco - 127,200.00 - 185,000.00 USD annually

USA, WA, Bellevue - 115,600.00 - 160,000.00 USD annually