AmazonPosted 3mo ago

Director, Support Field Delivery, APJC, AWS Enterprise Support Support

Director, Support Field Delivery, APJC, AWS Enterprise Support Support at Amazon scores 69 out of 100 on AI centrality, which makes it AI Level 3 of 4 (Works on AI) on this board. The level measures how much of the work is AI, not seniority.

AU, NSW, Sydneyexecutivefull-time

AI in this role

AWS' APJC customers span the spectrum from enterprises running complex, distributed workloads across regulated environments to startups making their first entry into the market, and all are transforming their businesses faster than ever before. They operate across diverse regulatory regimes, languages, and market maturity levels. Customers increasingly want us to know what has changed before they raise it, surface risk before it materializes, and maintain context across their entire environment.

Our field teams of TAMs and BDMs serve these customers across the full lifecycle: BDMs ensure customers land on the right level of support for their needs while TAMs help them architect for resilience, operate efficiently, manage risk, and accelerate time to value from their AWS investment. Meeting customer expectations at this bar, across this breadth, is daunting for any single person. By partnering with agentic teammates, our field organizations extend their reach farther than any individual could alone with humans concentrating on ambiguous, high-stakes, relationship-dependent work while autonomous systems handle research, monitoring, pattern detection, and routine outreach at scale.

This is a customer-facing, commercially accountable field leadership role, leading a workforce of 750–800+ field professionals and a growing fleet of agentic teammates across APJC. The leader is accountable for customer outcomes first: whether customers achieve better results, expand their investment, and deepen their commitment to AWS. Every structural, operational, and workforce decision this leader makes is measured against that standard.

The role reports to the Global VP of Unified Operations and Support. Based in Sydney, Australia or Singapore.

Key job responsibilities
Transform the Field Delivery Model

- Own the boundary between agent-executed and human-led customer interactions across APJC, iterating based on field learning and feeding insights back to shape the global model. Partner with central teams to shape and deploy the path that moves research, synthesis, health checks, routine outreach, and status reporting into autonomous execution.
- Activate, govern, and validate centrally-built agentic capabilities including risk signal detection, recommendation generation, and autonomous outreach across APJC. Build custom agents for customer or region-specific use cases where platform capabilities don't meet local needs, and feed novel designs back to central teams to inform global platform development.
- Design and prove net-new roles in APJC (agent supervisors, outcome architects, escalation specialists, customer AI trust advisors) informed by field signal. Export proven designs to broader team to establish global standards.
- Help evolve team topology considering new structures such as geography-first to capability-first, autonomous ops pods, complex advisory teams, or commercial growth squads - in partnership with global team.
- Lead with 'trust first' across two interconnecting dimensions: help field professionals redefine their identity and accelerate their own value as work is shared between humans and AI teammates, and help build the frameworks that protect hard-earned customer trust as agent-delivered outcomes replace what previously relied on human relationships alone. As AI absorbs visible effort, equip field professionals to make their judgment legible - building the narrative and proof points that make strategic advisory valued by customers.
- Represent APJC field delivery in the cross-functional effort to define accountability boundaries for autonomous actions — incident accountability, human-in-the-loop requirements, and regulatory constraints — partnering with central support, governance, legal, and platform teams.

Strategic Leadership

- Develop and execute regional field delivery strategy across APJC, balancing local market needs with global alignment.
- Own the operating model for the blended workforce in APJC — determining how human and agentic contributors are deployed, measured, and improved, while influencing global standards through proven regional approaches.
- Represent Support on the AWS APJC Senior Leadership Team.
- Build C-level relationships with top accounts.
- Represents APJC in global forums, influencing investment priorities and delivery model direction.
- Provide field-side input into product and commercial strategy based on direct customer signal.

Commercial Growth, Customer Engagement and Outcomes

- Own commercial performance for Enterprise Support and Unified Operations in APJC: revenue targets, attach rates, renewal rates, and net retention.
- Drive expansion through demonstrated customer value that makes the next tier of investment obvious. Growth comes from outcomes delivered, not sales motions alone.
- Build and scale AI-native commercial motions in APJC where agents surface expansion signals, build data driven call decks, and identify at risk accounts before renewal conversations begin.
- Manage BDM teams with discipline on pipeline creation, forecasting accuracy, and conversion.
- Align what gets sold with what gets delivered by the blended workforce in the field.
- Transform field engagement from proactive to anticipatory. Human agent teams arrive at every customer interaction knowing what has changed, what is at risk, and what to recommend before the customer raises it.
- Own customer outcome measurement: workload optimization, architectural resilience, adoption velocity, and time to value. Every engagement is measured by the business outcome it produces for the customer.
- Ensure APJC customer environments are represented in global context systems, and that both human and agentic teammates leverage institutional memory to maintain continuity across every engagement.
- Build and maintain executive relationships with APJC strategic accounts. Serve as the senior escalation point and trusted advisor for the most complex customer situations.

Team Leadership

- Lead a blended workforce of 750 to 800+ field professionals and agentic teammates across APJC through organizational change.
- Define distinct success factors, development paths, and performance frameworks for human and AI contributors.
- Build roles and capabilities that don't exist in this org, or anywhere, today.
- Retain strong talent through change by being clear on direction and honest about what's evolving.
- Develop leadership pipeline across all APJC markets, leaders who can manage both human teams and agentic fleets.

Operational Excellence

- Deliver consistent engagement quality across the blended workforce using complexity based assignment that matches the right contributor, human or agent, to customer need.
- Own regional KPIs: customer outcomes, NPS, revenue growth, workforce effectiveness (human and agentic).
- Lead critical escalations with executive presence.
- Ensure compliance with regulatory requirements, data sovereignty, and AI governance across APJC.

Basic qualifications

- 15+ years progressive leadership in customer engineering, technical account management, field services, professional services, or consulting
- 10+ years managing enterprise customer relationships through named account, high touch, field-based models
- 8+ years managing commercial teams; $50M+ annual revenue targets with direct P&L accountability
- 500+ person org leadership across multiple countries and time zones
- Experience transforming a field delivery organization, changing how it operates and what roles look like, not just optimizing the existing model
- 5+ years in APJC markets
- Experience deploying agentic or autonomous systems in customer facing operations, with a point of view on where this goes next
- Deep understanding of AI/ML operations, agentic architectures, and cloud native platforms
- P&L management; ability to balance growth investment with efficiency

Preferred qualifications

- Bachelor's in Software Development, Engineering, Computer Science, or related field; MBA preferred
- Hands on experience defining agent behavior, guardrails, and evaluation frameworks for customer facing use cases
- Experience creating new roles or functions within an organization as well as with transformation at scale and at pace
- Track record at companies navigating an AI driven inflection in their field delivery model
- APJC language skills (Mandarin, Japanese, Korean)
- Understanding of data sovereignty and AI governance across APJC
- Published thinking (internal or external) on the future of technical field organizations

What Success Looks Like (First 6 to 12 Months)
- Revenue, customer growth and retention targets met or exceeded across APJC while simultaneously building toward the future delivery model.
- Measurable improvement in customer outcomes: faster time to value, reduced operational risk, and higher adoption velocity across strategic accounts.
- C level executive relationships established or deepened with top APJC accounts, with visible commercial impact from those relationships.
- Accelerated delivery of autonomous customer facing workflows live in production, with agents delivering value directly to customers.
- New roles operating that did not exist before, designed around human agent collaboration at the point of customer delivery.
- Field professionals spending less time on research and synthesis, more time on strategic advisory and complex problem solving, enabled by agentic teammates.
- Clear direction for how the blended workforce evolves, communicated, understood, and in motion.
- Strong talent retained through change.
- APJC recognized as leading this field delivery transformation globally.

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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