Technical Infrastructure Program Manager II, Ops Tech ACES

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! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!