Principal, Strategic Executive Internal Communications, Amazon Customer Service

About the role

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.

Responsibilities

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.

• 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 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.

Qualifications

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.

• Bachelor's 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).

Preferred Qualifications

• Master's degree in Communications, Organizational Development, Business Administration, or related field.
• Experience working in a global, matrixed technology or retail organization with 10,000+ 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).

Benefits

Amazon offers comprehensive benefits including health insurance, 401(k) matching, paid time off, and parental leave. The base salary range for this position is $150,800.00 - $204,000.00 USD annually, and the package will include sign-on payments and restricted stock units (RSUs).