Manager Global CS Communications Amazon Seattle

Job Description: • 2-minute read •
This role is based in Seattle and will be responsible for the global customer service (CS) communications strategy and programs, which includes enabling CS leaders and operations teams to effectively communicate and for key information to cascade consistently and smoothly through the organization. These messages will clarify Amazon strategy to all levels of the organization, and will “connect the dots” for CS associates in terms of how their work contributes to the larger vision and strategy.
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The position drives the consistent messaging of our unique Amazon culture and customer obsession to both internal customer service sites, and outsourced partner operations. This role ensures that all messaging reinforces our culture and that we have consistent, intentional themes threaded through our communications. The role identifies appropriate communications channels (“all hands” meetings, video messages, newsletters, blogs, internal social media tools, team meetings, etc.), creates content and teaches others how to deliver that content. Activities also include driving Amazon associate engagement in public community activities and charity-oriented projects. This role is responsible for ensuring we have mechanisms in place for upward feedback, and a closed loop to act on that feedback. Success in the role includes performance on employee engagement scores, and ongoing improvement in employee pride.

Core Job Responsibilities:
Develop and execute highly innovative global internal communications strategies, messages and tactics to engage a dynamic employee base
Proactively build and manage relationships with key internal stakeholders across a range of businesses and geographies
Provide expert internal communications counsel to diverse groups within the organization
Use internal communications tools including blogs, email, video, and social media tools to engage global customer service workforce
Track and report content effectiveness metrics to internal stakeholders, as well as continually monitor, analyze and tune messaging to maximize impact; and manage and support crisis communications, as needed
Develop and manages internal communications (for example, intra- or cross-divisional messages, talking points, frequently asked questions (FAQs), associate-facing promotional materials, presentations, articles)
Develop communication plans for major change initiatives
Develop and drive the execution of multiple business plans and campaigns for internal communications
Identifies and implements new and innovative communication ideas
Basic Qualifications

Bachelor’s degree in Communications or a related field (Journalism, Marketing Communication, Public Relations or related field and / or related work experience in the area of Communications and Change Management)
Excellent writing skills are a must, with the ability to formulate a clear point of view on complicated issues, and create a concise and well-written narrative
7+ years of communications experience including internal communications-focused experience
Ability to use quantitative and qualitative data to make decisions and recommendations
Experience leading communications programs in a leading multinational business
Preferred Qualifications

Excellent track record of driving cultural change and influencing organizations through a communications plan
Experience developing creative, effective approaches to difficult communications challenges
Ability to exercise high judgment, particularly in narrow time-frames
Willing to roll up one’s sleeves and get work done, even when it’s outside the scope of the job
Ability to pay painstaking attention to important details
Communications experience in media, Internet, technology, distribution, operations, automotive, retail and/or airline industries is highly preferred

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