Agentic systems are rapidly becoming capable of handling language, research, monitoring, pattern detection, proactive outreach, and routine advisory at scale. Partnered with agentic teammates, each field professional extends their reach far beyond previous limits — building broader relationships and engaging deeper into customer organizations than any individual could alone. The field organization is moving toward a model where autonomous systems extend the reach and precision of every customer engagement, while humans concentrate on ambiguous, high-stakes, relationship-dependent work.
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 the performance, development, and integration of both, defining success factors for human and AI contributors, how they collaborate, and how the combined workforce delivers customer outcomes. Every decision this leader makes is measured by whether customers achieve better outcomes, expand their investment, and deepen their commitment to AWS.
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
- Define the boundary between agent-executed and human-led customer interactions. Architect the path to move research, synthesis, health checks, routine outreach, and status reporting into autonomous execution.
- Build and deploy agentic systems that detect customer risk signals, generate recommendations, and initiate outreach without human initiation.
- Progressively eliminate routine human work through autonomous execution as capabilities mature.
- Design and staff net-new roles: agent supervisors, outcome architects, escalation specialists, customer AI trust advisors.
- Re-imagine team topology considering changes such as geography-first to capability-first: autonomous ops pods, complex advisory teams, commercial growth squads.
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 — defining how human and agentic contributors are deployed, measured, and improved.
- Serve 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.
- Design AI native commercial motions 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 reactive 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 deep contextual knowledge of each customer environment is maintained across both human and agentic teammates, extending institutional memory beyond what any individual can hold.
- 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.
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
- 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.
