Senior Technical Program Manager, Amazon Connect

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).

• Own end-to-end delivery of all recurring reporting cadences for the Connect CSS team (weekly status updates, W , M , and Q ), 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.

• 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.

• 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.

• 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.

As the Senior TPM for Connect CSS, you operate at the…