Tech Infra PM OIS, Customer Experience Infrastructure, Customer Project Intake

Lead the transformation of Amazons infrastructure operations by owning the complete lifecycle of customer infrastructure projectsfrom 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 Amazons 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 partnersall 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 checklistscontinuously improving our processes

Why Youll Love This Role: You will work on infrastructure problems that directly impact Amazons operational efficiency and customer experience. This role offers high visibility strategic influence and the opportunity to shape how Amazon scales its physical infrastructure. You will partner with senior leaders drive meaningful process improvements and develop expertise across Amazons infrastructure domains.

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 alignmentflag 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 updatesaudit 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 Youll 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 dont 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 wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!

About the team
Team Mission: The OIS Customer Project Intake (CPI) team is the strategic gateway for infrastructure innovation across Amazons fulfillment network. We evaluate prioritize and execute customer infrastructure requests that enable First Mile Middle Mile Last Mile and Specialty Operations to scale efficiently and reliably. We transform customer needs into standardized repeatable infrastructure solutionspiloting new use cases authoring deployment strategies and ensuring seamless handovers to operations partners. Our work directly impacts Amazons operational efficiency capital allocation choices and customer experience.

Team Culture: We believe in knowledge sharing over information hoarding. Our culture is built on open communication radical candor and the free flow of ideas. We create safe spaces for team members to ask difficult questions scrutinize assumptions respectfully and speak uncomfortable truthsbecause we know that honest dialogue leads to better selections. We value transparency in how we work why we make selections and what were learning along the way. Communication is a top priority; we listen carefully to whats said and whats left unsaid and we address elephants in the room with empathy and directness.

Were a high-performing team that believes in building a contagious cultureone that spreads virally across the organization rather than staying contained within our walls. We showcase our work share our learnings and celebrate wins collectively. We invest in continuous improvement automation and AI-powered workflows that make our processes smarter and faster. Were not afraid to experiment fail fast and iterate.

Who Youll Work With: Youll partner with cross-functional teams including Device Technology Operations Technology Network (OTN) OIS Security Field IT and site operations leaders. Youll engage directly with customers across Amazons fulfillment network and coordinate with third-party vendors and contractors. Youll work alongside a team that values your perspective has confidence in your judgment and expects you to bring your whole self to work.

Why Join Us: If you thrive in environments where your voice matters where you can guide meaningful change and where youre credible to own complex problems end-to-end this is your team. Youll work on infrastructure problems that scale across Amazons global operations. Youll develop deep expertise in how Amazon builds and operates its physical infrastructure.

- 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

- Experience translating customer needs into business requirements
- Experience analyzing data to make business decisions
- Experience in process design and documentation

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 adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

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 TX Austin - 127100.00 - 171900.00 USD annually