Description
This is a strategic Director-level position responsible for leading and scaling AWS Enterprise Support (ES) operations across the Asia Pacific, Japan, and China regions.
The role requires driving exceptional customer experiences for AWS's largest customers while building a world-class support organisation that delivers measurable business outcomes. This position reports to the Global VP of Support and manages 750-800+ support professionals across multiple countries and time zones.
As the Head of ES in APJC, you will have the opportunity to help shape and execute strategy for our highest level ES and Unified Operations (UOps) support products across the region. You will be responsible for the growth and scale of a highly technical team of Technical Account Managers (TAMs), Business Development Managers (BDMs) and their Managers, actively identifying and promoting opportunities to efficiently grow and scale the business while simultaneously enhancing the self-service capabilities of our customers and the team utilising AI.
You will promote an inclusive culture in a team of highly diverse, multi-national, geographically dispersed team members by establishing clear expectations and coaching your team to achieve AWS Support goals. You are someone who actively promotes a customer-centric culture and your experience operating at an executive level will help your team to focus on their customer's business goals as their primary objective. You have high growth and scale leadership experience within fast-paced tech companies and you have experience building the right inspection mechanisms to effectively operate at high velocity. You are a problem solver who demonstrates sound judgment, excellent communication, and exceptional influence. As an experienced recruiter and people manager, you will drive leadership recruitment, development and retention of talent. You are skilled in communications with customers and partners as well as a strong collaborator with the AWS sales and internal teams in our collective pursuit of enabling our customers' success, adoption, and growth.
Key job responsibilities Strategic Leadership
* Develop and execute regional ES strategy aligned with APJC market dynamics and customer needs
* Drive customer success initiatives across ES and UOps accounts in APJC markets
* Drive support-led revenue growth through premium support offerings and customer expansion initiatives
* Lead support operations expansion into new APJC markets, including market entry strategies and localization requirements
* Build and maintain relationships with C-level executives at top ES and UOps customers across the region
* Represent APJC ES in global leadership forums and planning sessions
* Serve as a critical member of the AWS APJC Senior Leadership Team supporting the scope and complexity of the business
Operational Excellence
* Ensure consistent, high-quality support delivery across all APJC time zones with 24/7/365 coverage. This requires sophisticated operational frameworks that can handle the complexity of multiple markets, regulatory environments, and cultural contexts while maintaining world-class service standards.
* Manage 24/7/365 ES and UOps operations across multiple time zones
* Own regional KPIs including customer satisfaction (CSAT), technical quality scores, and business impact metrics
* Lead critical incident response for ES and UOps customers, ensuring rapid resolution and effective communication
* Drive continuous improvement through data-driven insights and customer feedback
* Ensure compliance with regional regulatory requirements and data sovereignty laws
Team Leadership & Development
* Lead and develop a diverse team of support professionals across the APJC region, fostering an inclusive culture that embraces Amazon's Leadership Principles while respecting diverse cultural contexts. This includes building robust talent pipelines in competitive markets and developing future leaders.
* Lead and develop a diverse team of 750-800+ support professionals across APJC
* Build high-performing teams through strategic hiring, coaching, and career development
* Foster an inclusive culture that values diversity and cross-cultural collaboration
* Foster a culture that balances customer obsession with commercial accountability, embracing both service excellence and sales performance
* Build robust hiring strategies to attract top technical talent in competitive APJC markets
* Establish clear performance metrics and accountability frameworks
* Champion professional development and technical certification programs
* Develop leadership pipeline and succession planning for high-potential team members
Customer Relationship Management
* Build and maintain executive relationships with key ES and UOps customers
* Serve as executive sponsor for critical customer escalations and strategic initiatives
* Drive customer advocacy programs and reference development
* Represent the customer voice in product roadmap and feature prioritisation discussions
* Collaborate closely with APJC sales teams to drive customer success and identify expansion opportunities
* Manage and develop a team of business development professionals focused on ES and UOps offerings across APJC
* Establish, monitor, and achieve quarterly and annual sales quotas with rigorous pipeline management and forecasting accuracy
* Drive new ES & UOps customer acquisition through targeted prospecting, relationship building, and solution-based selling approaches
* Lead expansion strategies within existing enterprise accounts, identifying upsell and cross-sell opportunities for premium support services
* Develop strategic partnerships with AWS sales teams, channel partners, and third-party integrators to maximise revenue opportunities
Regional Market Expertise
* Navigate complex regulatory environments across APJC markets
* Adapt support delivery models to local market needs and cultural preferences
* Build partnerships with local system integrators and consulting partners
* Drive localisation of support content and resources
* Ensure compliance with data residency and privacy regulations
* Work with AWS service teams to influence product roadmaps based on customer feedback
Basic Qualifications Experience & Leadership
* 15+ years of progressive leadership experience in ES, customer success, or related technical fields
* 10+ years managing enterprise customer relationships and support operations
* Proven track record managing large-scale organisations (750+ people) across multiple countries and time zones
* 8+ years managing business development teams with demonstrated success achieving $50M+ annual new business targets
* 5+ years operating in APJC markets with deep understanding of cultural and business nuances
* Strong background in cloud technologies, enterprise software, AI and related technical domains
* History of driving operational improvements and customer satisfaction gains
Technical & Business Acumen
* Experience managing multi-million dollar budgets and driving profitable growth with both cost optimisation and revenue generation
* Consistent track record of meeting or exceeding sales targets in enterprise software or cloud services environments
* Proven ability to drive customer satisfaction and retention while maximising customer lifetime value
* Experience developing and executing multi-year strategic plans that balance operational excellence with accelerated growth targets
* An understanding of enterprise IT infrastructure and cloud computing platforms
* Knowledge of AWS services, with the ability to engage in technical discussions
* Experience with ITIL, incident management, and support best practices
* Strong analytical skills with ability to leverage data for decision making
* Financial acumen including P&L management and budget planning for multi-million dollar operations
* Knowledge of enterprise sales cycles and customer success methodologies
Regional & Cultural Competency
* Extensive experience working in APJC markets with cultural sensitivity
* Understanding of regulatory requirements across different APJC countries including data sovereignty laws
* Ability to work effectively across diverse cultural contexts
* Experience managing distributed, remote teams in multiple time zones
* Language skills (Mandarin, Japanese, Korean, or other APJC languages) highly valued
Leadership & Communication
* Exceptional executive presence and communication skills
* Proven ability to influence and collaborate across organizational boundaries
* Strong crisis management and escalation handling capabilities
* Experience presenting to C-level executives and board members
* Track record of building and maintaining strategic customer relationships
Preferred Qualifications
* Bachelor's degree in Engineering, Computer Science, or related technical field; MBA preferred
* Background in consulting or professional services
* Previous experience in high-growth technology companies
* Industry experience in enterprise software, cloud services, or technology consulting
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.
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