Principal CSM-T, EC2 Capacity

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform, and Amazon Elastic Compute Cloud (EC2) is its largest and most consequential service. As customers accelerate workloads spanning generative AI training and inference, large-scale analytics, and mission-critical production systems, AWS's ability to plan, commit, and deliver compute capacity at scale is a defining competitive advantage. As an AWS Principal Customer Solutions Manager-Tech (Principal CSM-T) in the EC2 Capacity Customer Experience organization, you will lead the most strategic capacity engagements for AWS's largest global compute and ML customers, owning the strategic planning of their long-range capacity solutions and creating sustained business value through the reliable delivery of compute at scale.

You identify and solve the most intrinsically complex business and technical problems in capacity across multiple business units, geographies, and customers, with solutions that are as simple as possible. You lead and execute engagements in highly undefined and rapidly evolving environments, creating and shaping long-range capacity strategies where information is incomplete or conflicting, and creating structure and clarity for customers, partners, executives, and internal teams. Using exceptional judgment and deep technical acumen, you drive these initiatives from ambiguity to measurable results and value realization. You bring focus and strategic direction across enterprise-wide capacity initiatives and cross-organizational teams, aligning entire organizations around shared outcomes measured in billions of dollars of customer workload.

You orchestrate execution across enterprise workload portfolios by aligning business and technical priorities with internal and external stakeholders, ensuring long-term value realization. You translate significantly complex technical and supply concepts into clear recommendations and strategies that change how organizations plan and commit capacity at scale. You apply advanced technical expertise and rapidly adopt emerging technologies, including AI, to navigate complexity and make the critical decisions that keep multi-quarter and multi-year capacity plans on track. You earn customer trust as a strategic advisor through solving their most complex capacity challenges, and you demonstrate exceptional communication skills across all organizational levels, up to and including the C-suite, independently presenting to executive audiences. Every initiative you deliver is measured not only by its immediate success but by the mechanisms and best practices it leaves behind, raising the bar for what AWS and customers can jointly achieve.

Key job responsibilities

As a Principal Capacity CSM-T, you will:

• Lead the most strategic, enterprise-wide capacity engagements for AWS's largest global compute and ML customers, identifying and solving highly complex business and technical problems across multiple business units, geographies, and partner organizations.
• Own and drive long-range (multi-quarter and multi-year) capacity and scaling plans that translate customer growth forecasts into concrete infrastructure commitments, and own the end-to-end accountability for delivering against them.
• Serve as a trusted advisor to senior executive stakeholders, up to and including the C-suite, shaping long-term capacity, cloud, and AI strategy and influencing critical capital-allocation decisions.
• Organize complex demand signals into supportability scenarios that enable VP+ leaders to make informed capital allocation decisions, partnering with Supply Chain and Finance to quantify trade-offs and recommend positions.
• Orchestrate execution across large, complex workload portfolios, aligning business and technical priorities across internal and external stakeholders to ensure long-term value realization.
• Architect scaling mechanisms, review cadences, and best practices that improve forecast accuracy, delivery fidelity, and operational efficiency across the customer's organization and across AWS, not just within a single engagement.
• Influence product, engineering, and supply roadmaps based on patterns observed across strategic customers, and partner with engineering to build the tooling and simulation that improve demand forecasting, commitment tracking, and delivery visibility.
• Develop and mentor other team members, extending your influence and best practices across the capacity and customer solutions management community.

A day in the life

A typical day starts by checking in on the long-range initiatives you're driving, whether that's an upcoming executive briefing, a major GPU or ML buildout milestone, or a planning workshop with a customer's infrastructure leaders. You might spend the morning with a customer's VP of Infrastructure, walking through a multi-year scaling plan and pressure-testing forecast assumptions, then move into a room with EC2 Supply Chain and Finance leaders to present supportability scenarios for a significant capacity expansion and drive alignment on which to fund. Some days you are deep in a technical discussion on how a customer's ML roadmap maps to Trainium and GPU supply; other days you are pulling together a business case, prepping a leadership review, or coaching a teammate through a complex customer situation. Given the size and complexity of these relationships, you will often be pulled into problems that have no obvious playbook, and that is part of what makes the role interesting.