Are you a technical leader who thrives on keeping complex systems running seamlessly — and is genuinely obsessed with delivering an exceptional experience for the people who depend on them?
As the Manager for the Zappos and Shopbop Performance, Infrastructure, Edge Excellence team, you'll lead a distributed team of 8–10 engineers across Las Vegas, Madison (WI), and New York City, ensuring the IT infrastructure and network systems that power two e-commerce brands stay fast, reliable, and ready for what's next. From corporate office technology to studio production environments, your team supports the complex, interconnected systems that employees and customers count on every day — and you take that responsibility seriously.
You'll own the strategy and execution behind network infrastructure, cloud services, audio/visual systems, and end-user computing, while partnering closely with Amazon IT teams to drive automation, reduce operational overhead, and raise the bar on service delivery. Whether you're resolving a critical infrastructure issue or building long-term resilience into your systems, you lead with a customer-first mindset — because when your team wins, millions of customers and the employees who serve them win too.
Key job responsibilities
Team Leadership & Development
Hire, onboard, mentor, and develop a team of 8–10 IT professionals — including IT Support Engineers, Systems Engineers, and Network Engineers — distributed across Las Vegas, Madison (WI), and New York City
Establish clear performance standards, KPIs, and SLAs to drive accountability, service quality, and continuous improvement across the team
Foster a culture of ownership, where every engineer takes full responsibility for the systems, incidents, and customer experiences under their care
Network & Systems Engineering
Edge Optimization Engineering
Develop and deliver against our CDN strategy to drive reliable uptime for our E-Commerce sites
Build tooling to support cross cutting initiatives, such as SEO and cookie management
Drive best practices for the broader organization in the domains of performance, cost, and
availability
Network & Systems Engineering
Own and manage network infrastructure (Cisco-based environments), maintaining 99.99% uptime across all managed sites
Oversee Server environments to support our physical sites, including authentication,
network storage,, Active Directory/ADFS infrastructure, and cloud-based systems
IT Operations & Service Delivery
Own end-to-end incident management — from triage and on-call response to resolution and post-incident review
Develop and maintain IT procedures and operational processes
Manage equipment and asset inventory across multiple sites
Support Mac and PC device management programs across all locations
Collaborate with Amazon IT teams to align on enterprise policies/standards and identify opportunities for automation, tooling improvements, and operational efficiency
Lead network and IT site expansions, infrastructure builds, and technology migrations
Drive adoption of AI-powered tools and automation to elevate IT service delivery
Create comprehensive documentation and knowledge management systems to support team scalability
Travel
Conduct regular site visits to Las Vegas and New York to assess infrastructure health, team performance, and operational needs
A day in the life
No two days look exactly the same — and that's part of what makes it exciting.
You might start your morning triaging overnight alerts and syncing with on-call engineers in New York and Las Vegas. By mid-morning, you're planning AV infrastructure with Studio Operations in Madison, then aligning with Amazon IT on a cloud migration. Your customers are Zappos and Shopbop employees — merchandisers, photographers, and corporate teams who depend on reliable technology daily. Afternoons bring SLA reviews, 1:1s, and vendor discussions. Every day, you're solving for reliability, speed, and scale across two fast-moving e-commerce brands.
- 5+ years of developing a team of technical professionals across multiple locations experience
- 4+ years of leading technology teams as a information technology operations manager experience, or Bachelor's degree
- 5+ years of change management experience
- Experience with
AWS or cloud technologies
- Bachelor's degree
- Knowledge of IT best practice frameworks (ITIL, COBIT) and operational excellence concepts or methodologies
- Experience in operations of highly available and scalable internet systems with a large customer base
- Experience with scripting (e.g.
Python,
PowerShell)
- Experience within e-commerce or Retail fields
- Experience working with device technologies under development, familiarity with flashing firmware, basic device debugging and familiarity with reading/pulling device logs, or experience in development or technical support
- Experience with one or more of the following domains: systems administration (Linux/Window), network administration (DNS, IPsec, BGP, VPN, Load Balancing), or programming (
Node.JS,
Java,
Ruby,
C#,
Python, or
PHP), or experience implementing a cloud-based technology solution
- Experience as a network engineer with deployments for large-scale networks in a corporate environment and hands-on experience in physical infrastructure installations including hardware integration, racking, and cabling
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience with Active Directory and experience deploying, managing, and optimizing Microsoft Windows Server
- Experience contributing to the definition and implementation of automation opportunities within an operations environment
- Experience creating processes and improving tools that have measurably improved productivity, quality, or advertiser experience
- Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage
- Experience with audio/visual systems and studio production technology
- Familiarity with Atlassian product suite (e.g.,
Jira,
Confluence)
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WI, Madison - 136,500.00 - 184,600.00 USD annually