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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:
Drive comprehensive ES strategy across the diverse APJC markets, requiring deep understanding
of regional business dynamics and customer needs. This includes developing market-specific
approaches while maintaining alignment with global AWS standards and objectives.
- 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:
Serve as the executive face of AWS ES in the APJC region, building strategic relationships that
drive customer success and business growth. This requires a deep understanding of customer
needs and the ability to influence product direction based on regional feedback.
- 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 Sales Leadership & Customer Acquisition
- 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 the complex and diverse regulatory environments across APJC markets, adapting
support delivery models to local market needs while ensuring compliance with varying data sovereignty and privacy regulations across different countries.
- 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
and regional requirements