The ICON (Intelligent Cloud Hosting) team hosts Amazon websites and back-end platform services that power Amazon's customer experience. We abstract and centralize the infrastructure management from service teams, bring agility to business processes, evaluate and mitigate business risks and incubate operational best practices while implementing them on behalf of our customers. ICON is an early adopter of Amazon's infrastructure product offerings and automates the infrastructure management and operational activities on behalf of developers to strengthen services' posture towards security, availability, efficiency, compliance and maintainability so that service engineers can innovate on behalf of Amazon's end customers. We are building smart, automated operations systems that enable organizations in SDO to accelerate innovating in the Cloud.

As the Technical Program Manager of ICON, you will partner closely with SDO service engineering leadership and business owners to ensure alignment with their needs, requirements, roadmap, and overall strategy. You will drive deliverables related to increasing the value of ICON assets, developing and optimizing ICON service offerings, and determining growth strategies for increased impact. You will develop the communication and engagement mechanisms necessary to ensure our customers have a clear view into our monthly business reviews, product roadmaps, team dashboards, and the multiple engagement mechanisms for leveraging ICON service offerings. You will identify gaps in current processes across the team for engagement and communications and provide recommendations and solutions to be implemented to enable our organization to continuously improve.

Key job responsibilities
- Partner with SDO service engineering leadership and business owners to align ICON's product roadmap with customer needs and strategic priorities

- Drive the development and optimization of ICON service offerings, including defining value propositions, pricing models, and go-to-market strategies

- Establish and maintain communication mechanisms including monthly business reviews, product roadmaps, and team dashboards to ensure transparency with stakeholders

- Identify and implement process improvements across customer engagement, onboarding, and support workflows

- Lead cross-functional initiatives to increase adoption and utilization of ICON's automated operations systems

- Define and track key performance indicators (KPIs) for service quality, customer satisfaction, and operational efficiency

- Collaborate with engineering teams to translate customer requirements into technical specifications and prioritized feature backlogs

- Manage stakeholder expectations and communicate progress, risks, and dependencies across multiple workstreams

A day in the life
As a Technical Program Manager on the ICON team, you'll start your day reviewing dashboards that track service health, customer adoption metrics, and ongoing project milestones. You'll spend time in collaborative sessions with engineering leaders from teams across SDO—understanding their infrastructure challenges and gathering requirements. Your afternoons might involve leading working backwards sessions to define new service offerings, presenting roadmap updates to senior leadership, or diving deep into operational metrics to identify optimization opportunities. You'll work closely with product managers, software engineers, and business stakeholders to ensure ICON's automated solutions are delivering measurable value. Throughout the day, you'll be solving complex problems that sit at the intersection of technology, operations, and business strategy—always focused on enabling service teams to innovate faster while maintaining the highest standards for security, availability, and efficiency.

About the team
The ICON team is at the forefront of cloud infrastructure innovation within Amazon. We're a customer-obsessed team that takes pride in abstracting complexity and enabling builders across SDO to focus on what matters most—delighting customers. Our culture emphasizes ownership, technical excellence, and continuous improvement. We operate with a startup mentality within Amazon, constantly experimenting with new approaches to infrastructure management and automation. Team members come from diverse technical backgrounds and bring expertise in areas ranging from distributed systems to DevOps to product management. We value collaboration, data-driven decision making, and the ability to think big while delivering incrementally. If you're passionate about building platforms that empower thousands of engineers and directly impact millions of customers, you'll find a home on the ICON team.