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

Description

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

Why You'll Love This Role:
You will work on infrastructure problems that directly impact Amazon's 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 Amazon's 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 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…