Senior Technical Operations Program Manager, Devices & Services Design

Description

The Senior Technical Operations Program Manager will be part of the Devices & Services Experience Design (DXD) Operations team, supporting and managing studio‑wide software, tools, and devices for our 300+ person design organization. This role will partner closely with multiple DXD cross‑functional teams—including UX Design, Industrial Design, Packaging, Research, Model Shop, AI Systems, Design Program Management, and Design Technologists—to define strategy, ope rationalise, stabilise, and scale the tooling operations that underpin the day‑to‑day efforts of the studio.

This role combines program management expertise with technical backend infrastructure oversight.

This role will work with cross‑organizational partners to define, roll out, execute, and measure this program. To be successful, this person will need to bring stakeholders along to gain their buy‑in and support. You will need to manage communications across levels and organisations within Amazon to train teams on how the program works, communicate the program's impact, and manage escalations when design is didates should exhibit leadership, high judgement, the ability to influence, and effective organisational and communication skills.

The position requires both strategic thinking for long‑term tool planning and tactical execution for day‑to‑day administration and support.

• Develop and maintain a comprehensive tool strategy, roadmap, and governance framework to align with organisational needs, including tool selection, standardisation, and continuous improvement initiatives to help scale, prioritise, and manage program operations across the studio.
• Manage the complete tool lifecycle and vendor relationships from evaluation and third‑party vendor onboarding through provisioning, renewals, and budget forecasting, while maintaining inventory of all licences and subscriptions.
• Partner with legal, procurement, and security teams to ensure compliance with Amazon‑wide policies, including contract management, security reviews, and Single Sign‑On processes.
• Drive tooling operations and support including admin permissions, software installation, configuration, troubleshooting, and establishing processes for tool requests and approvals.
• Optimise software spend and compliance through licence management, utilisation analysis, and ensuring adherence to licensing agreements and usage terms.
• Create metrics, dashboards, and documentation to track tool adoption, usage, satisfaction, and ROI, while maintaining standard operating procedures and best practices. Lead training initiatives and knowledge sharing for tool usage and workflows.
• Define and lead DXD's device management strategy, including storage, procurement, distribution, and governance.

The Devices & Services Experience Design (DXD) team leads user experience and industrial design innovation across Amazon's device portfolio, including Echo, Fire TV, Fire Tablets, and the Alexa app. Our team works at the intersection of design, product and engineering, creating meaningful hardware and software experiences that enhance customer lives. We believe in storytelling and thinking holistically to craft the "why" behind everything we ship.

• 6+ years of working cross‑functionally with tech and non‑tech teams
• 6+ years of cross‑functional project delivery experience
• 6+ years of programme or project management experience
• Experience defining and executing programme requirements
• Experience contributing to engineering discussions around technology decisions and strategy related to a product
• Experience in technical support, troubleshooting, and debugging technical systems with strong analytical skills, attention to detail, and effective communication abilities
• Demonstrated practice of managing system integration across multiple tools, including workflow, API, and automation experience

• Experience managing, analysing and communicating results to senior leadership while working cross‑functionally across several teams
• Knowledge of cloud computing, IT infrastructure, and different programming languages
• Experience working with fast‑moving,…