Sr. Program Manager, GFP Electrification & Infrastructure

About the role

We are looking for an exemplary program leader who will own the development and scaling of servicing and maintenance programs for new electrification products entering Amazon's fleet. You will be the connective tissue between product/engineering teams building new technologies and the field operations organizations that must keep them running at scale. Your job is to ensure that every new product we deploy has a clear, executable service & support strategy - from understanding how it fails, to ensuring technicians can fix it, to building the feedback loops that make the next version better. This is a role for someone who thrives in ambiguity. New products don't come with established maintenance playbooks - you'll write them. They don't come with existing technician networks - you'll identify and develop them. They don't come with performance baselines - you'll define the metrics that tell us whether a product is succeeding or struggling in the field. You will take nascent technologies from pilot to production-scale maintenance readiness, building the programs that ensure reliability outcomes keep pace with deployment velocity. While the broader team manages today's fleet, your focus is on what's coming next - ensuring new products are integrated into existing monitoring, ticketing, and dispatch workflows seamlessly, and that the lessons learned from the field flow back to the teams designing the next generation of products. You move fast, operate independently, and have a track record of building program strategies from scratch in ambiguous environments and delivering them at scale. You are comfortable with new technologies, energized by learning how things work (and how they break), and skilled at building cross-functional alignment across engineering, product, operations, and external partners. Key job responsibilities Develop end-to-end servicing and maintenance strategies for new electrification products - from initial technology assessment through scaled field operations - ensuring maintenance readiness keeps pace with product deployment timelines Build deep understanding of new product technologies, architectures, and failure modes through partnership with engineering and product teams, translating technical complexity into actionable maintenance and servicing requirements Identify, evaluate, and onboard technician partners capable of servicing new technologies - including assessing technical capabilities, geographic coverage, and capacity to scale with deployment growth Design and deliver training programs for third-party technician partners, ensuring they have the knowledge, tooling, and certification to service new products safely and effectively at quality standards Define success metrics and performance frameworks for new products in the field - including reliability KPIs, servicing quality indicators, and maintenance cost targets - and build measurement systems to track them from pilot through scale Integrate new products into existing monitoring, ticketing, and dispatch workflows - partnering with the 24/7 Network Operations Center to ensure new assets are visible, alarmed appropriately, and routed correctly for field response Build and operationalize feedback loops from field operators, technicians, and maintenance data back to product and engineering teams - ensuring field performance insights drive design improvements, component changes, and reliability enhancements in subsequent product iterations Drive cross-functional alignment across Engineering, Product, Operations, Supply Chain, and vendor partners to ensure new product maintenance programs are integrated with broader fleet expansion planning and technology roadmaps Develop and maintain new product maintenance playbooks, standard operating procedures, and escalation paths that enable the broader maintenance organization to absorb new products into steady-state operations Travel to field locations, vendor sites, and pilot deployments to build firsthand understanding of product performance, technician capabilities, and operational realities (minimum 30% travel required) A day in the life Your Tuesday starts with a technical deep-dive alongside the engineering team launching a next-generation charging product. They're walking you through the power electronics architecture and thermal management system - you're asking the questions that matter for serviceability: What are the expected wear components? What does a failure look like at the board level? What diagnostic data is available remotely vs. requiring an onsite visit? You leave with a draft failure mode map and a list of follow-ups to inform your maintenance strategy. Mid-morning, you're on a call with a prospective technician partner you've identified for the new product line. They have strong high-voltage electrical capabilities and regional coverage that aligns with your Phase 1 deployment sites. You're assessing their training infrastructure, their willingness to in