Senior Manager, ProServe Cloud Architects – Lead & Grow Talent

Amazon; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Amazon Web Services (AWS) seeks a Senior Manager, Professional Services Cloud Architects (PCAM) to lead a team of 8–10 ProServe Cloud Architects in North America and to partner with NAMER leadership, sales, and delivery teams. This role blends hands-on customer engagement with frontline people leadership, coaching PCAs through complex scenarios and driving successful outcomes.

The ideal candidate excels at building a collaborative culture, navigating ambiguity, and developing technical talent

Responsibilities

• Directly manage a team of 8–10 PCAs, fostering technical excellence, customer obsession, and a collaborative team culture
• Lead performance management, career development, goal setting, and regular 1:1 coaching
• Drive hiring, onboarding, and retention to build and maintain a high-performing team
• Identify and develop future leaders; ensure team certification compliance
• Create an inclusive environment where PCAs can grow, take risks, and learn from ambiguity
• Serve as a hands-on technical and strategic advisor alongside PCAs in complex customer engagements
• Build trusted relationships with customers and partners, engaging at the executive level when needed
• Act as an escalation point for technical and commercial challenges within the team's portfolio
• Champion customer satisfaction (CSAT) improvements across all engagements
• Partner closely with peer PCA Managers to share best practices, balance workloads, and maintain consistency across NAMER
• Collaborate with the NAMER leadership team on regional strategy, coverage planning, and organizational initiatives
• Work with ProServe Account Executives, Delivery Teams, and AGS Sales to ensure seamless pre-sales to delivery handoffs
• Foster knowledge sharing, reusable artifact creation, and community of practice participation
• Drive Billable Bookings performance through team enablement, opportunity coaching, and strategic deal support
• Optimize Engagement Margin (As Sold vs. As Delivered) through quality solution design and right-sized scoping
• Monitor deal velocity, reduce concessions, and identify cross-sell/upsell opportunities
• Champion AI adoption with customers and builders
• Track and improve team KPIs: bookings, margin, CSAT, PCA development, and operational metrics
• Drive improvements in Engagement Velocity Acceleration (EvA) and delivery readiness
• Ensure team adherence to ProServe processes, tools, and quality standards
• A day in the life: Engaging with stakeholders across ProServe, AGS Sales, and partner organizations, working directly with customers to understand their cloud journey and unblock progress
• Supporting, guiding, mentoring, and enabling PCAs for success in their engagements
• Direct engagement with ProServe Account Executives (PAEs) to align on opportunity strategy and customer outcomes
• Participating in cross‑organizational leadership and management forums
• Meeting customers and stakeholders where they are, whether that is a strategic planning session or a hands‑on technical review
• Collaborating heavily with internal and external partners to drive shared outcomes
• Providing a consistent, collaborative bridge across the ProServe sales process, enabling strong relationships between PAEs and PCAs
• Helping to guide and train PCAs to increase engineering maturity and technical depth

Job description

Amazon Web Services (AWS) seeks a Senior Manager, Professional Services Cloud Architects (PCAM) to lead a team of 8–10 ProServe Cloud Architects in North America and to partner with NAMER leadership, sales, and delivery teams. This role blends hands-on customer engagement with frontline people leadership, coaching PCAs through complex scenarios and driving successful outcomes.

The ideal candidate excels at building a collaborative culture, navigating ambiguity, and developing technical talent