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 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 —