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.
The 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
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