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

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?

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!

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

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, TX, Austin - 127,100.00 - 171,900.00 USD annually