Social Intelligence Manager, CCR Social Media team

Description

Amazon is seeking a strategic, data-driven analyst to manage social listening capabilities. Reporting to the Principal, Global Social Analytics, Intelligence, and Listening, you will support the design, execution, and continuous improvement of social listening programs that inform Amazon's communications strategy, surface emerging issues in real-time, and measure reputational impact across major moments.

This role sits within Amazon's Global Social Media team, part of Amazon's communications organization, Communications & Corporate Responsibility (CCR). We manage more than 35 brand and country accounts across Linked In, Instagram, Facebook, Tik Tok, and X, including the main @Amazon brand handles. The role is based in Seattle or New York and is an individual contributor role.

Our social listening function exists to make CCR smarter, faster, and more effective. You'll support three connected work streams:

1) Social monitoring. Reactive monitoring to identify emerging issues before they escalate, plus ad hoc tracking around major events and announcements. This work is the early warning system for CCR, enabling us to detect and respond to risks in real-time.

2) Real-time intelligence for communications strategy. Using social listening to identify conversation trends, narrative shifts, and opportunities where Amazon can authentically engage. This gives CCR a real-time read on the environment around our priorities, surfacing trends and insights quickly and enabling us to participate in organic conversations.

3) Retroactive analysis of breakthrough moments. Contributing social listening insights to listening products designed for senior leadership. Helping identify the coverage thresholds and conversation patterns that predict reputational breakthrough, and translating those learnings into recommendations that shape future communications.

You'll also be adept in owned social analytics, analyzing performance across our global channel portfolio: tracking against annual goals, building the benchmarks and metrics that define content success, and turning performance data into insights that shape what and how we publish.

Key job responsibilities

Support day-to-day social listening operations across CCR, including query design, tagging frameworks, alert thresholds, and reporting cadences across global priority topics (e.g., AI, sustainability, workplace, retail).

Build, maintain, and refine social listening dashboards within Amazon's enterprise tools, partnering with tech and engineering teams to inform future iterations of our in-house tools.

Help develop measurement frameworks that surface long-term trends, sentiment shifts, share of voice, and key voices driving conversation around Amazon and its priorities.

Translate social data into guidance for partners, helping shape creative, content, and business decisions.

Run rapid-turn analyses for breaking issues, news cycles, and reactive moments, partnering with partner teams to inform engagement decisions.

Contribute to regular reporting, helping present findings to senior leaders and synthesizing insights from multiple sources into clear recommendations.

Mentor colleagues and partner teams on how to use listening data and self-serve insights from shared tools.

Partner with channel leads on content optimization - surfacing what's working across formats, platforms, and markets, and translating findings into publishing and creative recommendations.

Connect owned, earned, and paid measurement, partnering with research and paid media partners to evaluate amplification and campaign impact.

Basic Qualifications

- 5+ years of professional non-internship marketing experience

- Experience building measures and metrics, and developing reporting solutions

- Experience delivering complex, data-driven recommendations to senior leaders

- Bachelor's degree in a related field (Communications, Marketing, Data Science, Computer Science, or equivalent).

Preferred Qualifications

- Experience in professional communications or public relations

- Familiarity with applied AI/LLMs in social listening or communications contexts (topic clustering, summarization, sentiment modeling).

- Experience partnering with engineering or data science teams to design or improve analytics tooling.

- Demonstrated ability to influence cross-functional stakeholders, including senior comms leaders, without direct authority.

- Experience managing programs across multiple time zones, languages, and global markets.

- Experience in large, complex global organizations.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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