Senior Technical Program Manager, Amazon Connect

Key Responsibilities

• Reporting and Business Intelligence – Own end‑to‑end delivery of all recurring reporting cadences (weekly status updates, WBR, MBR, QBR), produce executive summaries and dashboards, track revenue realization with Finance and Service teams, and define data‑collection processes for migration, expansion, and AI adoption metrics.
• Tooling and Process Improvement – Define the CSS reporting and tooling strategy, evaluate and optimize tools such as Asana, BI dashboards, internal reporting portals, and geographic review dashboards; serve as the primary interlock with Sales Operations and central customer success operations; continuously streamline, automate, or eliminate manual reporting.
• Program and Project Management – Maintain program tracking for CSS goals, pillars, projects, and strategic initiatives in Asana; coordinate cross‑functional dependencies across Sales Operations, central customer success operations, the Connect Service Team, and Specialist Sales leadership; manage escalation paths for data discrepancies, tooling gaps, and process breakdowns.
• Strategic Contribution – Contribute to annual operational planning, goal‑setting frameworks, capacity planning inputs, and mechanism design; partner with CSS leadership to evolve reporting and tooling as business needs change, 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 typical week you might finalize the weekly status update for leadership, review business review data for accuracy, run a requirements session with central operations partners on dashboard enhancements, and update the Asana project board to reflect current project status. When new reporting requirements emerge—such as revenue realization tracking or a new quarterly review format—you define data‑collection methods, storage, and presentation, coordinating with Sales Operations and central teams to align definitions and ensure CSS needs are represented in centralized tools. You continuously look for ways to replace manual processes with automated dashboards, push for tooling enhancements, and 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 AI, machine learning, and the broader AWS ecosystem. The Connect Customer Success (CSS) team sits within the AWS Specialist and Partner Organization and is chartered to accelerate 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 Agent Assist, conversational analytics, and generative AI. CSS operates globally across the Americas, EMEA, and APJ, partnering closely 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 every preferred qualification, we encourage you to apply. Alternative career paths, non‑traditional backgrounds, and varied experiences are welcomed.

Why AWS?

Amazon Web Services is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and continuously innovate, serving startups to Global 500 companies. Our inclusive culture promotes curiosity, connection, and employee‑led affinity groups that foster collaboration and celebrate uniqueness.

Mentorship & Career Growth

We continuously raise our performance bar to become Earth’s Best Employer. You’ll find endless knowledge‑sharing, mentorship, and career‑advancing resources to help you develop into a well‑rounded professional.

Work/Life Balance

We value work‑life harmony. Flexibility is a core part of our culture, ensuring success at work never comes at the expense of personal life.

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.
• Strong analytical abilities and confidence in the use of data.
• Experience in program or project management.
• Excellent verbal and written communication for executive‑level leaders.
• Experience building cross‑functional partnerships and influencing stakeholders without direct reporting authority.

Preferred Qualifications

• 5+ years of project‑management disciplines including scope, schedule, budget, quality, risk, and critical‑path management.
• Experience managing projects across cross‑functional teams, building sustainable processes, and coordinating release schedules.
• Experience defining KPIs/SLAs used to drive multi‑million‑dollar businesses and reporting to senior leadership.

Compensation & Benefits

• Base salary ranges (USD annually):
  • Atlanta, GA: $148,700 – $201,200
  • New York, NY: $163,600 – $221,300
  • Austin, TX: $148,700 – $201,200
  • Seattle, WA: $148,700 – $201,200
• Sign‑on payments and restricted stock units (RSUs).
• Comprehensive benefits including medical, dental, vision, prescription coverage, Basic Life & AD&D insurance, supplemental life options, Employee Assistance Program, mental‑health support, medical advice line, flexible spending accounts, adoption and surrogacy reimbursement.
• 401(k) matching, paid time off, and parental leave.