Amazon Customer Service (CS) is seeking a Communications & Leadership Development Business Partner (CLD BP) to join our Strategic Enablement team. In this role, you'll serve as a trusted advisor to senior CS leaders, providing integrated support that leads with strategic communications expertise and is complemented by leadership development capabilities to drive organizational effectiveness, engender employee engagement, and build strategic executive presence.

As a CLD BP, you'll lead with communications, partnering with dedicated senior leader stakeholders across our global Customer Service organization. You'll design and deliver strategic communications that connect employees to our mission, drive engagement and empowerment during ongoing organizational transformation, and shape how leaders engage their teams and present themselves - while drawing on leadership development capabilities to provide holistic support where needed. This communications-first approach positions you as the strategic voice behind how CS leaders show up, message, and engage at scale.

Your work will directly impact how CS leaders communicate with their teams, navigate complex organizational transformation, and drive engagement across global populations. You'll craft executive messaging; develop change communications strategies; facilitate leadership offsites; design town hall content; and serve as a credible challenger who sharpens leaders' communications approach and surfaces opportunities they might not see on their own. Where leadership development needs arise, you'll connect stakeholders to tailored solutions such as coaching, facilitation, or bespoke programs as a complementary layer of support.

The most exciting aspect of this role is the breadth of impact. You'll work across multiple CS organizations, supporting leaders who oversee thousands of employees globally. Your integrated approach means you'll help leaders not just develop their capabilities, but communicate with clarity, consistency, and strategic intent across every touchpoint. You'll be the single face of CLD for your stakeholders, connecting them to our full suite of capabilities while directly executing high-impact strategic executive communications work.

This role requires someone who can operate with significant autonomy in ambiguous situations, build trusted relationships with senior leaders, and lead with strategic executive communications expertise while leveraging leadership development as a supporting capability to deliver exceptional results.

The ideal candidate must be able to think critically, act tactically, write effectively, and display strong organizational and communication skills. They must quickly get up to speed on CS-specific tenets, goals, programs, policies, and businesses, becoming a subject matter expert on the CS business.

Key job responsibilities

- Serve as a trusted advisor and strategic executive communications partner to dedicated senior CS leaders, providing integrated support that leads with communications expertise - designing and executing messaging strategies that drive organizational alignment, engagement, and transformation

- Provide expert strategic communications counsel to senior leaders - advising on messaging strategy, tone, timing, audience segmentation, and channel selection for high-stakes communications

- Act as a credible challenger who sharpens leaders' communications approach, surfaces blind spots in their messaging, and identifies opportunities for stronger employee engagement and executive presence

- Design and execute strategic communications including organizational announcements, change management messaging, town halls, leadership communications, and employee engagement campaigns that connect employees to CS vision and priorities

- Develop and maintain yearly integrated CLD support plans for assigned stakeholders, with communications as the primary delivery mechanism and leadership development as a complementary capability

- Facilitate leadership offsites, town halls, team meetings, and strategic planning sessions, owning the communications design, narrative arc, and content development

- Provide issues management and crisis communications support, developing strategies to mitigate reputational risk and manage sensitive organizational messaging

- Develop and execute communications strategies for major change initiatives - restructuring, leadership transitions, strategy shifts, and organizational transformation

- Track and report communications effectiveness metrics (engagement, reach, sentiment), using data to continuously refine messaging and channel strategy

- Connect stakeholders to leadership development capabilities (coaching, facilitation, bespoke programs) where development needs arise, serving as the single point of contact for all CLD interactions

- Collaborate with CLD Creative & Marketing teams to develop compelling visual and video content that enhances communication effectiveness

- Monitor organizational health indicators and proactively recommend communications interventions that address engagement challenges or alignment gaps

- Support ad hoc requests through the CLD Shared Service model, providing communications consultation and execution support to CS leaders and program teams across the organization

A day in the life

Your day as a CLD Business Partner is dynamic and communications-driven. You might start by reviewing an organizational announcement draft with a senior leader, refining messaging for a restructuring communication, or preparing talking points for a town hall. Mid-morning could involve providing strategic counsel on how a leader should communicate a difficult decision to their organization. Afternoons might include facilitating a leadership offsite - owning the narrative arc and content flow - or developing a change communications plan for an upcoming initiative. Throughout the day, you're monitoring Slack channels, responding to ad hoc communications requests, and proactively identifying opportunities where sharper messaging or a leader's presence could drive better outcomes. When a leadership development need surfaces, you connect your stakeholder to the right solution - coaching, a workshop, or a bespoke program - as part of your integrated support. You're the strategic communications partner helping leaders define the right message, then bringing it to life.

About the team

The Amazon Customer Service Communications & Leadership Development (CLD) team serves as a trusted partner to all CS employees globally. The Strategic Enablement team, which sits within CLD, provides dedicated support to our most senior stakeholders. Our mission is to ensure CS employees feel connected, informed, engaged, and valued while building the leadership capabilities needed to drive organizational excellence.

Our team operates through an integrated Business Partner (BP) model that unifies communications and leadership development expertise. We provide tailored support to CS' senior leaders, with our Business Partners serving as the single face of CLD for their dedicated leaders. Our BPs act as strategic advisors, credible challengers, and direct executors of high-impact work, connecting stakeholders to our full suite of capabilities including leadership development programs, strategic communications, change management, and organizational effectiveness consulting.

We're a collaborative, high-performing team that values innovation, customer obsession, and continuous learning. We believe in the power of integrated solutions, recognizing that the best outcomes happen when communications and leadership development work together seamlessly.

If you're passionate about developing strategic executive presence and leadership capabilities, crafting compelling communications, and driving organizational impact at scale, you'll thrive on our team.

BASIC QUALIFICATIONS

- 7+ years of recent professional communications or public relations experience

- Bachelor's degree in communications, public relations, or a related field

- Experience with program and project management in a matrixed organization, including managing details, keeping multiple tasks/projects on track, and influencing others

- 5+ years of experience designing and delivering leadership development programs or strategic communications initiatives

- Proven ability to design and facilitate leadership offsites, workshops, or strategic planning sessions

- Experience developing and executing communication strategies for ongoing organizational transformation

PREFERRED QUALIFICATIONS

- Master's degree in Organizational Development, Industrial/Organizational Psychology, Communications, Business Administration, or related field

- Professional coaching certification (International Coaching Federation (ICF), European Mentoring and Coaching Council (EMCC), or equivalent); Advanced instructional design certification (Association for Talent Development (ATD), Chartered Institute of Personnel and Development (CIPD), or equivalent)

- Experience working in a global, matrixed technology or retail organization; demonstrated ability to operate effectively in ambiguous, fast-paced environments with minimal supervision

- Proven track record of building trusted advisor relationships with C-suite or VP-level executives

- 10-15% travel flexibility to support in-person leadership development and communications events

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, WA, Seattle - 126,700.00 - 171,400.00 USD annually