Problem Management Program Lead, Office Infra Excellence

Amazon; Seattle (WA); On-site; USD 83,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

RSU eligibility

Job summary

Amazon is seeking a Problem Management Program Owner for Office Infrastructure Excellence (OIE) to design, build, and govern problem management mechanisms across corporate IT infrastructure. You will drive adoption, coach leaders, and ensure accountability for remediation and defect reduction.

The role requires cross-functional collaboration, ITIL familiarity, and governance cadence development. You will manage knowledge bases and executive reporting while leveraging ServiceNow and internal

Qualifications

• 3+ years of program or project management experience.
• Experience using data and metrics to determine and drive improvements.
• Experience working cross functionally with tech and non-tech teams.
• Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship.
• Familiarity with problem management frameworks (ITIL or equivalent) — enough to design a program, not just execute one.
• Experience establishing governance cadences and driving accountability for corrective actions across distributed teams.

Responsibilities

• Design, build, and continuously improve the problem management program — define the end-to-end framework (process, tooling, templates, governance) that enables CIS vertical leaders to run effective problem management.
• Drive adoption, enablement, and accountability — coach organizational leaders and remove barriers so service owners internalize problem management as a core operating discipline.
• Establish governance cadences that drive execution rigor and hold participants accountable for corrective action delivery.
• Build cross-vertical mechanisms — create escalation paths, shared tooling (ServiceNow workflows, dashboards), and coordination forums for problems that span multiple verticals.
• Develop metrics and executive reporting — define indicators that quantify program health and produce leadership-ready narratives on program adoption, remediation closure, defect reduction, and service reliability improvement.

Skills

Program management

Data metrics

Cross-functional

Stakeholder influence

ITIL familiarity

Governance cadence

Education

ITIL certification

Prince2 certification

Tools

ServiceNow

ITSM tooling

Job description

Amazon is seeking a Problem Management Program Owner for Office Infrastructure Excellence (OIE) to design, build, and govern problem management mechanisms across corporate IT infrastructure. You will drive adoption, coach leaders, and ensure accountability for remediation and defect reduction.

The role requires cross-functional collaboration, ITIL familiarity, and governance cadence development. You will manage knowledge bases and executive reporting while leveraging ServiceNow and internal