Technical Infrastructure Program Manager, Customer Experience and Business Trends

DESCRIPTION

Are you inspired by owning multiple tech infrastructures worldwide to measure customer experience? Is problem solving through hardware and software in your DNA? Would you enjoy working in a fast paced, highly collaborative, start-up like environment? If you answered yes to any of these, you've got to check out the CXBT Automation team. Our vision is to build the automated services to measure customers’ experience on any devices at any location, produce scalable and affordable data to drive continuous improvement on Amazon products. We own the end to end hardware and software solutions, and operate multiple labs in Seattle and other international regions. The Lab Innovation & Ops team within CXBT is responsible for designing the lab layouts, choosing the right hardware, and ensuring overall availability and reliability for all automation setups and devices. You will be part of a team of Technical Program Managers (TPMs), Technical Product Managers (PMTs) and engineers who committed to innovate and ensure a world class digital experience for all users. You will have an enormous opportunity to make a large impact on the lab strategy, vendor selection, building tools and approaches those will enable us to dramatically scale up our automation setups. You and your team will use scripting, analysis and root cause deep dives to gain insight into our lab’s operational issues and proactively solve them at scale. Key job responsibilities
The right candidate will be inspired and motivated to do the following on a daily basis:
- Lead infrastructure and network design to build new facilities and labs.
- Plan, organize, schedule, and supervise the day-to-day device support activities, including troubleshooting, configuration, installation and sanity checks.
- Establish metrics that measure, monitor, and maintain alignment to Service Level Agreements (SLA) while fostering continuous improvement.
- Coordinate with stakeholders to improve processes through inventory management, vendor selection, software integration and hardware implementation.
- Ensure we adhere to and exceed local Health & Safety standards in all our labs.
- Create and maintain metrics on all aspects of our lab operations and utilize those metrics to drive positive changes.
- Create and maintain strategic roadmaps aligned to lab, product and device expansion.
- Oversee our hardware technical stack, innovate and determine what should be outsourced versus designed in-house. About the team
Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understand and improve customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings - for almost every business at Amazon - for every customer (e.g., consumers, developers, sellers/brands, employees, investors, streamers, gamers). Our approach is based on determining the customer need, along with problem solving, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team made up of diverse set of profiles, skills, and backgrounds - including: Product Managers, Software Developers, Computer Vision experts, Solutions Architects, Data Scientists, Business Intelligence Engineers, Business Analysts, Risk Managers, and more. We are open to hiring candidates to work out of one of the following locations: Seattle, WA, USA

BASIC QUALIFICATIONS

- Bachelor of Science in Computer Science, Mechanical/Electrical Engineering or similar field.
- 5+ years of relevant experience working in labs/data centers or critical infrastructure with an emphasis on hardware and equipment operation.
- Experience in capacity planning, incident and problem management, root cause analysis and correction.
- Excellent verbal and written communication skills to include Technical Writing.