Principal, Strategic Executive Internal Communications, Amazon Customer Service

The Amazon Customer Service (CS) Strategic Enablement team is seeking a Principal Communications Business Partner (BP) to provide executive-level strategic internal communications support to drive organizational effectiveness engender employee engagement and build strategic executive presence at the highest levels.

Customer experience is at the heart of all we do at Amazon as we strive to be Earths most customer centric company. CS is at the forefront of customer experience working relentlessly to provide customers a convenient high quality and delightful experience across all of our CS channels in every interaction.

As a Principal Communications BP youll serve as the dedicated strategic internal communications partner to the VP CS and by extension their leadership team across our global CS organization. Youll design and drive multi-year communications strategies that connect thousands of employees to organizational vision lead through complex and sustained organizational transformation and shape how CS senior leadership shows up messages and engages across the enterprise. Your work spans the full spectrum from architecting board-level narratives to driving frontline engagement from leading crisis and issues communications to designing executive events and from serving as a credible challenger to proactively identifying opportunities to strengthen leadership narrative and organizational alignment.

This role requires a seasoned communications leader who thrives as a true strategic partner at senior leadership level - someone who operates with exceptional autonomy navigates ambiguity with composure and delivers exceptional results in high-stakes environments. The ideal candidate has a proven track record advising C-suite or senior-most executives and brings the presence credibility and business acumen to operate as a peer in senior leadership settings. They write with precision influence without authority and bring the organizational rigor to quickly become a subject matter expert on the CS business and its communications needs.

Key job responsibilities
- Serve as the primary trusted advisor and strategic internal communications partner to the VP CS: designing and executing multi-year messaging strategies that drive organizational alignment engagement and transformation at scale. Provide expert counsel on narrative development tone timing audience segmentation and channel selection for the most complex communications including restructuring leadership transitions and enterprise-wide initiatives
- Act as a credible challenger who sharpens CS senior leaderships communications approach surfaces blind spots proactively identifies reputational risks and drives opportunities for stronger engagement and executive presence
- Architect and execute strategic internal communications including organizational announcements change management messaging senior leadership transitions strategy updates and employee engagement activations that connect thousands of employees to CS vision and priorities
- Own end-to-end strategy content development and execution of CS senior leadership team events including Town Halls executive offsites strategic planning sessions and site visits. Requires equal comfort and experience at the strategic level (narrative arc executive briefing documents post-event measurement) and the tactical level (logistics coordination run-of-show day-of delivery)
- Demonstrate unshakable executive presence and composure including in rapidly evolving scenarios where priorities direction or tone shift without notice. Influence and persuade effectively up out and laterally without direct authority. Show resilience and grace in disagree-and-commit moments fully committing to decisions while maintaining trusted relationships
- Operate with exceptional organizational discipline within established ways of working and support office protocols. Proactively anticipate expanded review cycles build comprehensive workback plans with full visibility into timelines and dependencies and maintain consistent responsiveness as a baseline expectation of this partnership

A day in the life
Your day as a Principal Communications Business Partner is high-impact and strategically driven. You might start by preparing CS senior leadership for a critical employee address: refining the narrative pressure-testing messaging and coaching on delivery. Mid-morning could involve providing strategic counsel on how to communicate a major organizational restructuring to thousands of employees across multiple geographies developing a phased communications plan that balances transparency with sensitivity. You might then join a CS senior leadership team meeting as the communications advisor identifying messaging opportunities and flagging potential risks. Afternoons could include leading the design of a multi-day executive offsite or site visit - architecting the narrative arc developing content and ensuring strategic alignment - or managing a crisis communication that requires rapid response and stakeholder coordination. Throughout the day youre operating as an extension of the CS senior leadership team: proactively identifying where sharper messaging stronger narrative or strategic communications could drive better outcomes. Youre the strategic communications partner who helps CS senior leadership define the right message then brings it to life at scale.

About the team
The Amazon Customer Service Strategic Enablement team serves as a trusted communications partner to CS most senior leaders globally. Sitting within the broader CS Organizational Enablement organization the Strategic Enablement team provides dedicated high-touch communications support to our most senior stakeholders. Our mission is to ensure CS employees feel connected informed engaged and valued through world-class strategic communications.

Our team operates through a Business Partner (BP) model providing tailored communications support to CS senior leaders. Our Business Partners serve as the single face of strategic communications for their dedicated leaders acting as strategic advisors credible challengers and direct executors of high-impact work connecting stakeholders to our full suite of communications capabilities including executive communications change management organizational announcements crisis communications and employee engagement.

Were a collaborative high-performing team that values customer obsession innovation and continuous learning. We believe in the power of strategic communications to drive organizational alignment employee engagement and business results.

If youre passionate about leading compelling strategic executive communications driving organizational impact at scale and serving as a trusted strategic advisor to senior leaders youll thrive on our team.


- Bachelors degree in communications public relations or a related field
- Experience working with presenting to and influencing senior executives up to VP level
- 5 years developing and executing communications strategies for VP-level or C-suite executives in large-scale organizations including change management organizational transformation high-stakes messaging and serving as a trusted advisor.
- 10 years of professional experience in internal corporate strategic or executive communications
- Proven ability to write at an executive level clear compelling strategically nuanced content across multiple formats (executive narratives organizational announcements talking points town halls change communications crisis messaging)
- Exceptional organizational and project management skills in a matrixed environment including rigorous workback planning and adapting to executive-level working styles and approval processes

- Masters degree in Communications Organizational Development Business Administration or related field
- Experience working in a global matrixed technology or retail organization with 10000 employees; demonstrated ability to operate effectively in highly ambiguous fast-paced environments with significant autonomy
- Experience developing multi-year communications strategies that drive measurable organizational outcomes (engagement alignment retention culture change)
- Experience designing and facilitating executive-level offsites local site visits senior executive town halls or strategic planning sessions for senior leadership teams including end-to-end content ownership

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

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 WA Seattle - 150800.00 - 204000.00 USD annually