Senior Technical Program Manager, Amazon Connect

Amazon Web Services (AWS); Seattle (WA); On-site; USD 149,000 - 201,000; Full time

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Web Services (AWS) seeks a Senior Technical Program Manager for the Connect CSS team. You will own end-to-end reporting cadences, BI dashboards, and the program-tracking infrastructure that enables leadership to measure impact and drive accountability across a global customer success organization.

You will lead cross-functional collaboration with Sales Operations, CS COE, and central ops to design scalable tooling, data definitions, and dashboards.

Qualifications

• 5+ years of technical program management experience.
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.
• Experience developing operational processes and technologies.

Responsibilities

• Own end-to-end delivery of recurring reporting cadences (weekly, monthly, quarterly) and produce executive summaries and dashboards.
• Define and maintain data collection processes feeding consolidated reporting.
• Own the CSS reporting and tooling strategy, evaluating and optimizing tools like Asana and BI dashboards.
• Coordinate cross-functional dependencies and ensure alignment on definitions, timelines, and roadmaps.

Skills

5+ years TPM experience

Program strategy ownership

Analytical/data-driven

Tools

Asana

BI dashboards

data collection processes

Job description

Description

This position is part of the AWS Specialist and Partner Organization (ASP). The Amazon Connect Customer Success (CSS) team is responsible for driving post-sales success for Amazon Connect customers through strategic engagement on migrations, expansions, and AI adoption initiatives. This Senior Technical Program Manager role owns the end-to-end reporting, tooling, and operational program management function for the Connect CSS team.

This Senior TPM is the dedicated owner of all reporting cadences, business intelligence mechanisms, and program tracking infrastructure that enables the CSS leadership team and stakeholders to make data-driven decisions. This is a highly operational role that requires both business and technical acumen: you will build and improve the processes, tools, and mechanisms that underpin the team's ability to measure impact, communicate progress, and drive accountability across a globally distributed customer success organization.

You will manage the lifecycle of a complex, cross-functional program with considerable impact, working within and across VP-level organizations. You are accountable for program strategy, defining and driving improvements quantified with metrics, and influencing resource allocation and priorities across partner teams including Sales Operations and the Customer Success Center of Excellence (CS COE).

Key job responsibilities

Reporting and Business Intelligence

• Own end-to-end delivery of all recurring reporting cadences for the Connect CSS team (weekly status updates, WBR, MBR, and QBR), producing the executive summaries and dashboards that give leadership clear, accurate, actionable insight into team performance, customer health, revenue impact, and goal attainment.
• Own revenue realization tracking, partnering with Finance and Service teams on account identification, coverage attribution, and post-sale attainment.
• Define and maintain data collection processes so CSS members provide timely, accurate inputs (migration and expansion status, customer insights, AI adoption metrics) that feed consolidated reporting.

Tooling and Process Improvement

• Own the CSS reporting and tooling strategy, including the evaluation, adoption, and optimization of tools such as Asana, BI dashboards, internal reporting portals, and geographic review dashboards.
• Serve as the primary CSS interlock with Sales Operations and central customer success operations, defining Connect CSS requirements for centralized tooling, dashboards, and post-launch tracking, and holding partner teams accountable to agreed roadmaps.
• Continuously streamline, automate, or eliminate manual reporting to reduce operational burden while improving data quality and timeliness.

Program and Project Management

• Maintain program tracking for CSS goals, pillars, projects, and strategic initiatives in Asana, giving leadership visibility into progress, risks, and dependencies without their chasing information.
• Coordinate cross-functional dependencies across Sales Operations, central customer success operations, the Connect Service Team, and Specialist Sales leadership on reporting requirements, data definitions, and timelines.
• Manage escalation paths for data discrepancies, tooling gaps, and process breakdowns, driving crisp resolution and escalating effectively when needed.

Strategic Contribution

• Contribute to the CSS team's annual operational planning, including goal-setting frameworks, capacity planning inputs, and mechanism design.
• Partner with CSS leadership to evolve the reporting and tooling function as business needs, product launches, and organizational growth demand, advocating for scalable mechanisms over one-off manual solutions.

A day in the life

As the Senior TPM for Connect CSS, you operate at the intersection of business operations and technical tooling. In a given week, you might be finalizing the weekly status update for distribution to leadership and stakeholders, reviewing business review data for accuracy and completeness, running a requirements session with central operations partners on dashboard enhancements, and updating the Asana project board to reflect current project status across the team's strategic pillars.

You are the person the team depends on to make sure reporting is accurate, timely, and tells a clear story. When a new reporting requirement emerges (e.g., revenue realization tracking, a new quarterly review format requested by leadership), you define how the CSS team will collect the data, where it will be stored, and how it will be presented. You coordinate across Sales Operations and central operations teams to align on definitions and ensure CSS needs are represented in centralized tools.

You are always looking for ways to improve. You notice when a manual weekly process could be replaced by an automated dashboard. You push for tooling enhancements that reduce the number of places team members need to update information. You build mechanisms that ensure reporting quality without requiring heroics from individual contributors.

About The Team

Amazon Connect is a cloud-based contact center service that enables businesses to deliver engaging, dynamic, and personal customer service experiences. Built on the same technology that powers Amazon's own award-winning customer service at massive scale, Amazon Connect leverages artificial intelligence, machine learning, and the broad AWS ecosystem to transform how organizations interact with their customers.

The Connect Customer Success team sits within the AWS Specialist and Partner Organization and is chartered to accelerate customer outcomes across the Amazon Connect installed base. The team drives migrations from legacy on-premises platforms to Amazon Connect, supports expansion of existing deployments, and leads adoption of AI-powered capabilities such as Amazon Connect agent assist, conversational analytics, and generative AI capabilities. The CSS team operates globally across the Americas, EMEA, and APJ, working in close partnership with Specialist Sales, Solutions Architecture, Professional Services, and the Amazon Connect Service Team.

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

Basic Qualifications

• 5+ years of technical program management experience
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
• Experience developing operational processes and technologies
• Experience demonstrating strong analytical abilities and confidence in the use of data
• Experience in program or project management
• Experience in verbal and written communication for executive level leaders
• Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship

Preferred Qualifications

• 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
• Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
• Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership

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, GA, Atlanta - 148,700.00 - 201,200.00 USD annually

USA, NY, New York - 163,600.00 - 221,300.00 USD annually

USA, TX, Austin - 148,700.00 - 201,200.00 USD annually

USA, WA, Seattle - 148,700.00 - 201,200.00 USD annually