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

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 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: - 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. 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.