Sr Tech Infra Program Manager, Ops Tech ACES

Amazon.com Services LLC; Nashville (TN); On-site; USD 120,000 - 170,000; Full time

Job summary

Amazon.com Services LLC is seeking a Technical Infrastructure Program Manager to lead end-to-end projects improving reliability of devices used across a global operation. You will collaborate with process owners, hardware vendors, and engineering teams to harden configurations, reduce tickets, and scale fixes across 1000+ sites.

The role emphasizes data-driven decision making, rigorous planning, and communication to senior leadership on status, risks, and reliability gains, with travel up to 33%.

Qualifications

• 3+ years of technical infrastructure management experience.
• Knowledge of best practices and emerging technologies related to infrastructure (network, data center, hardware, software).
• Ability to lead cross-functional projects with data-driven decision making.

Responsibilities

• Manage projects end to end: identify risks, clear blockers, ensure quality, and oversee releases.
• Document current-state processes, define a future state, and create roadmaps.
• Coordinate with managers to secure resources, set priorities, and drive delivery.
• Apply Six Sigma, Agile, Lean, or Kaizen to improve processes.
• Oversee rollout, testing, and deployment through staging and production environments.
• Define and monitor KPIs to measure quality and productivity, and report to leadership.

Skills

Project management

Cross-functional collaboration

Process improvement

Data-driven decision making

Tools

AWS

SQL

NoSQL

Version control

Job description

Are you passionate about driving hardware reliability, defect elimination, and continuous improvement across a worldwide fleet of devices? Are you familiar with ITIL, Agile, and Six Sigma methodologies? Are you interested in joining a growing team that is transforming how a global operation keeps its technology running?

Our Reliability Engineering team is seeking process excellence experts to join us. As a Technical Infrastructure Program Manager, you will own and execute complex, cross-functional projects that eliminate defects in the end-user devices our operations depend on, including printers, scanners, and peripherals. You will apply a proven, data-driven methodology, using device telemetry and root cause analysis to identify reliability gaps, running pilots to validate solutions, and scaling proven fixes across a fleet spanning more than a thousand sites worldwide.

This is a highly collaborative, hands-on role. You will work with process owners, subject matter experts, and hardware vendors to harden device configurations, reduce support ticket volume and operational maintenance burden, and deliver measurable cost savings. As our team evolves, we are increasingly building and operating the software that enables reliability at scale, from automation and remote configuration to proactive device management, and you will have the opportunity to contribute to and grow with that shift. You will own scoping and creating project plans, coordinating across organizations, driving execution, and communicating to senior leadership on status, risks, and reliability improvements. This role requires the ability to lead through influence to deliver tangible productivity, efficiency, and reliability gains.

*This role may require up to 33% travel.

Key job responsibilities

• Manage projects end to end: identify and mitigate risks, clear blockers, hold teams accountable for delivery, ensure features are tested against defined quality standards, and handle releases and post-launch monitoring.
• Deep dive and document current-state processes, define a vision for the desired future state, outline roadmaps to achieve that vision, and apply project management methodologies to close the gap.
• Maintain a clear view of both the larger business picture (customer experience, organizational goals, and opportunities) and the technical requirements of the solutions being built.
• Partner effectively with managers and stakeholders to secure resources, scope engineering efforts, set priorities and milestones, and drive delivery.
• Apply process improvement methodologies such as Six Sigma, Agile, Lean, or Kaizen.
• Oversee the rollout process, including testing and deployment through staging and production environments.
• Identify and capture KPIs to measure process quality and productivity, provide meaningful feedback to technology and business teams, and surface opportunities for process improvement.
• Write strategic program documentation, including vision and planning narratives.
• Monitor multiple projects simultaneously, from initiation through delivery.
• Work directly with external technology providers, customers, and partner teams.

A day in the life

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. 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:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 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!

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)

Preferred Qualifications

• Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage
• Experience with automation and any version control tools, or experience in technical support and experience in managing and troublshooting network
• Experience with Cloud platforms (preferably AWS), database systems (SQL and NoSQL), AI tools for development productivity, contributing to open-source projects, and/or version control systems

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adj