As a Sr. Technical Program Manager, Fleet Technology Health, you will serve as the critical link between our Fleet Technology products and the operational support teams that depend on them. You will be the person who translates a device fault, a trending failure pattern, or a field installation defect into a root cause analysis, a corrective action plan, and a scalable support solution. You will monitor system performance, resolve escalated technical issues, develop support tooling, and drive continuous improvement initiatives to ensure fleet safety technology is deployed, functioning, and delivering value across the last mile network.
Key job responsibilities
* Monitor overall fleet technology system health and performance across the last mile network; leverage fleet telemetry, monitoring dashboards, and data analytics to proactively detect degradation, systemic issues, and trending failures before they impact operations
* Serve as the primary technical escalation point when complex system or installation issues arise, impacting device availability or vehicle safety compliance
* Identify systemic failure patterns across the deployed device fleet and develop programmatic solutions to address root causes - including specification updates, installation standard changes, and supplier quality feedback
* Lead root cause analysis (RCA) and problem management for recurring or high-severity incidents; drive corrective and preventive action programs to ensure systemic issues are resolved at the root cause level
* Update and maintain standard operating procedures, troubleshooting guides, and escalation paths for fleet technology products (e.g., telematics, camera systems)
* Consolidate voice-of-the-customer (VOC) feedback from partners to identify and drive improvements to training, procedures, tooling, and product features
* Collaborate with hardware suppliers and installation contractors to address quality issues, validate corrective actions, and improve device reliability
* Represent the field support and operational reliability perspective in product design reviews, feature launches, and program milestone reviews; partner with product and engineering teams to translate field operational needs into product requirements and long-term improvements
* Support new product and feature launches by developing onboarding documentation, coordinating with installation teams, and ensuring readiness of support processes
* Produce regular reports on device health, installation compliance, fleet-wide reliability trends, and system performance for operational and leadership stakeholders
* Drive cross-functional alignment across product, engineering, supply chain quality, installation partners, and operational stakeholders
* ~20-25% travel expected to delivery stations and partner sites
BASIC QUALIFICATIONS
- 5+ years of technical product or program management experience
- Bachelor's degree in engineering, computer science or equivalent
- Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients
- Strong problem-solving and analytical skills with experience in root cause analysis methodologies (e.g., 5-Why, 8D, Fishbone, FMEA)
- Knowledge and/or working experience with relational databases and data analysis tools
PREFERRED QUALIFICATIONS
- Master's degree in Computer Science, Engineering, Mathematics, or a related field
- Experience with Continuous Improvement and Six Sigma methodologies
- Knowledge of AWS services
- Experience with fleet-wide reliability metrics, KPI development, and reporting to senior leadership
- Experience working with hardware suppliers on quality management and corrective actions
- Familiarity with predictive analytics or telemetry-based monitoring systems
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, TN, Nashville - 141,300.00 - 191,100.00 USD annually
USA, VA, Arlington - 148,700.00 - 201,200.00 USD annually
USA, WA, Bellevue - 148,700.00 - 201,200.00 USD annually
