Program Manager, Office Infrastructure Excellence (OIE)

Amazon • Vancouver, BC

18d • CA$69,700 - CA$116,400 • Onsite

About The Position

Amazon's Corporate Infrastructure Services (CIS) organization manages the full lifecycle of corporate office infrastructure, supporting hundreds of thousands of employees worldwide. We're looking for a Problem Manager to drive permanent fixes that make these services more reliable and reduce the need for support contacts. As a Problem Manager, you will build and own the problem management program for our corporate office IT infrastructure services. Your mission: reduce support contact volume and level of effort by identifying and eliminating the root causes of recurring problems across network, AV, and print services. You'll analyze incident trends, lead root cause investigations, and drive cross-functional teams to deliver lasting solutions. This role is for someone energized by finding patterns in data, asking "why?" until they reach the real answer, and rallying teams to fix things permanently.

Requirements

• 3+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Experience defining program requirements and using data and metrics to determine improvements

Nice To Haves

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• 2+ years in problem management, incident management, or service improvement
• Background in corporate IT infrastructure (networking, AV/collaboration, print)
• ITIL v3/v4 Foundation certification or higher, experience with ServiceNow, or similar ITSM platforms

Responsibilities

• Build and own the problem management program for corporate office IT infrastructure
• Analyze incident and contact data to identify systemic issues driving support volume
• Lead root cause analysis and drive corrective actions to closure
• Partner with engineering, operations, and vendor teams to deliver permanent fixes
• Track and report on metrics — particularly contact volume reduction and defect elimination
• Maintain known error documentation and workarounds for operational teams
• Drive continuous improvement of problem management processes and tooling

Benefits

• health insurance (medical, dental, vision, prescription, basic life & AD&D insurance)
• Registered Retirement Savings Plan (RRSP)
• Deferred Profit Sharing Plan (DPSP)
• paid time off
• other resources to improve health and well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed