The Senior Manager, Professional Services Cloud Architects (PCAM) leads a team of 8-10 ProServe Cloud Architects (PCAs) within North America. Reporting to the Senior PCAM NAMER Lead, this role combines hands-on customer engagement with frontline people leadership - coaching PCAs through complex, ambiguous customer situations and driving them to successful outcomes.

This leader is deeply collaborative: partnering with peer PCA Managers, the NAMER leadership team, ProServe Account Executives, Delivery Teams, AGS Sales, and Solution Architect Leadership to accelerate customers' cloud journeys. The ideal candidate brings a strong identity in building collaborative culture, thrives in ambiguity, and is passionate about developing technical talent while staying close to customers.

Key job responsibilities

People Leadership & Talent Development

- 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

Hands-On Customer & Stakeholder Engagement

- 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

Collaboration & Cross-Functional Partnership

- 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

Business Performance

- 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

Operational Excellence

- 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

As a PCA Manager, no two days look the same, but every day centers on people, customers, and collaboration:

- 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

BASIC QUALIFICATIONS

- 10+ years of IT and/or Management Consulting, or 5+ years of people leadership experience

- Bachelor's degree in Computer Science, Math, or a related field

- 3+ years of people leadership experience

- Experience working with and influencing senior level stakeholders

- Experience working in a fast-paced and ambiguous environment, or experience delivering results for large, cross-functional initiatives/projects

- Experience in guiding, training and mentoring others, or experience working with customers with a passion for delivering exceptional service

PREFERRED QUALIFICATIONS

- AWS certification

- 5+ years of cloud computing experience

- Experience building and operating a cloud-based architecture

- AWS Professional level certification, or 1+ years of cloud architecture and solution implementation experience

- Experience working in a matrixed organization

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, IL, Chicago - 201,000.00 - 272,000.00 USD annually

USA, NY, New York - 221,100.00 - 299,200.00 USD annually

USA, TX, Dallas - 201,000.00 - 272,000.00 USD annually

USA, VA, Arlington - 201,000.00 - 272,000.00 USD annually

USA, WA, Seattle - 201,000.00 - 272,000.00 USD annually