Principal, Strategic Executive Internal Communications, Customer Service

Position: Principal, Strategic Executive Internal Communications, Amazon Customer Service
Description

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 Earth's 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, you'll serve as the dedicated strategic internal communications partner to the VP, CS and, by extension, their leadership team across our global CS organization. You'll 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 vide 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 leadership's 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…