Amazon Jobs in Madison, WI

Manager for the Zappos and Shopbop Performance, Infrastructure, Edge Excellence Team

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 810 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 810 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.