Sr. Comms & Leadership Development Business Partner, Amazon Customer Service

Amazon Customer Service (CS) is seeking a Communications & Leadership Development Business Partner to join our Strategic Enablement team. In this role, you'll serve as a trusted advisor to senior CS leaders, providing integrated support that combines strategic communications expertise with leadership development capabilities to drive organizational effectiveness and leader capability building.

As a Strategic Enablement Business Partner, you'll work at the intersection of communications and leadership development, 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, while simultaneously building leadership capabilities through coaching, facilitation, and tailored development programs. This dual-discipline approach allows you to see the full picture of organizational health and create holistic solutions that drive both engagement and capability.

Your work will directly impact how CS leaders communicate with their teams, develop their leadership skills, and navigate complex organizational challenges. You'll facilitate leadership offsites, craft strategic messaging for organizational changes, and design bespoke learning solutions—all while serving as a credible challenger who pushes leaders' thinking and surfaces opportunities they might not see on their own.

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 communicate change, but build the capabilities needed to lead through it. You'll be the single face of Strategic Enablement for your stakeholders, connecting them to our full suite of capabilities while directly executing high-impact work.

This role requires someone who can operate with significant autonomy in ambiguous situations, build trusted relationships with senior leaders, and seamlessly blend communications and leadership development expertise 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 partner to dedicated senior CS leaders, providing integrated communications and leadership development consultation and execution that drives ongoing organizational transformation and effectiveness
• Design and execute strategic communications including organizational announcements, change management messaging, town halls, and leadership communications that connect employees to CS vision and priorities
• Facilitate leadership offsites, team meetings, and strategic planning sessions that build alignment and drive decision-making
• Provide executive consultation to senior leaders, helping them develop their leadership capabilities and navigate complex organizational challenges
• Design and deliver bespoke leadership development solutions tailored to stakeholder needs, partnering with broader Organizational Enablement teams for program development
• Develop and maintain yearly integrated communications and leadership development support plans for assigned stakeholders, ensuring proactive and coordinated delivery across both disciplines
• Act as a credible challenger who pushes leaders' thinking, surfaces blind spots, and identifies opportunities for organizational improvement
• Connect stakeholders to the full range of communications and leadership development capabilities and subject matter experts, serving as the single point of contact for all interactions
• Conduct surveys and gather feedback to measure communication effectiveness, engagement, and leadership development impact
• Support ad hoc requests through the Strategic Enablement Shared Service model, providing consultation and execution support to CS leaders and program teams across the organization
• Collaborate with Organizational Enablement Creative & Marketing teams to develop compelling visual and video content that enhances communication effectiveness
• Monitor organizational health indicators and proactively recommend interventions that address engagement, capability gaps, or communication challenges

A day in the life

Your day as a Strategic Enablement Business Partner is dynamic and varied. You might start by reviewing an organizational announcement with a senior leader, then facilitate a leadership team meeting to guide strategic discussions. Afternoons could involve designing a bespoke leadership development solution or coaching leaders through complex challenges. Throughout the day, you're monitoring Slack channels, responding to ad hoc requests, and proactively identifying opportunities for communications and leadership development support. You'll balance strategic planning—like refining yearly support plans—with real-time execution, such as crafting town hall talking points or posting content to org channels. You're the strategic partner helping leaders define the right plan, then bringing it to life.

About the team

The Strategic Enablement team, which sits within Organizational Enablement, 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 Strategic Enablement 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 leaders, 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
• Experience influencing senior leaders/stakeholders
• Experience with program and project management in a matrixed organization, including managing details, keeping multiple tasks/projects on track, and influencing others
• Bachelor's degree in Business, Communications, Education, Instructional Design, Organizational Development, or related field
• 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

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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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 - 139,500.00 - 188,300.00 USD annually