Global Internal Communications Manager, Worldwide Customer Service Communications

Help us make Amazon be even more customer and employee obsessed! Bring your passion and Internal Communications expertise to Amazon’s Worldwide Customer Service (WWCS) organization to ensure our employees receive communications when, where, and how they need them.
WWCS spans physical, remote and outsourced sites with employees located in dozens of countries. Our Internal Communications vision is for all WWCS employees to receive information that is relevant to them in an organized, consistent, and timely manner via channels that are easy to access, search, and read in their local language.
The WWCS Internal Communications team is looking for an Global Internal Communications Manager to lead end-to-end global communications initiatives that keep WWCS employees informed and engaged. The Global Internal Communications Manager provides communications counsel and support to WWCS leaders to help them effectively engage with employees around the globe, located in physical, remote, and partner sites. The role is also responsible for providing counsel and advice to leaders on decisions with potential impact on the employee experience and reputation of the organization, and developing strategies to mitigate and manage risk. Additionally, the role is responsible for developing and leading global communications to support migration programs, projects, channel development, changes, and issues.
The Global Internal Communications Manager ensures that all messaging reinforces our culture and that we have consistent, intentional themes threaded throughout communications, identifying appropriate communications channels, translations, content, and teaches others how to deliver that content. The role reports directly to the WWCS Global Internal Communications Senior Manager.
Key job responsibilities

• Develop and deliver innovative multi-channel communications campaigns to engage and inform global WWCS employees. Lead both strategy and execution.
• Proactively build and manage relationships with key internal stakeholders across a range of businesses and geographies.
• Dive deep to understand our WWCS customers and tailor communications to their nuanced needs.
• Track and report content effectiveness metrics to internal stakeholders, as well as continually monitor, analyze and tune messaging to maximize impact.
• Develop and manage internal communications (for example, intra- or cross-divisional messages, talking points, frequently asked questions (FAQs), associate-facing promotional materials, presentations, articles).
• Partner with, and provide strategic counsel to, WWCS and operational leaders, particularly regarding decisions with potential impact on the business and reputation, and develop strategies to mitigate and manage.
• Provide issues management and crisis communications support, when required.
• Support and educate project and program teams in their communications delivery.

• Crisis Communication experience.
• Executive communications experience.
• Excellent verbal and written communications skills.
• Agility and flexibility with a “can-do”, problem-solving attitude and approach to managing ambiguity in a fast-evolving environment.
• Proven ability to think strategically and implement ideas from ideation to measurement/evaluation.
• Strong judgment in ambiguous situations where much is unknown and there is a high degree of urgency.
• Experience driving cultural change and influencing organizations through communications, from audience and stakeholder analysis through implementation and success metrics tracking.
• Excellence in crafting different styles of communications (e.g., for different channels, audiences, topics), switching seamlessly between them on a regular basis.
• Track record for learning and being curious, diving into unknown territory and learning new concepts.
• Collaborative approach to working with the ability to interact and influence employees at all levels, including senior executives.
• Experience creating content: digital, written, video, or visual communications materials.
• Ability to exercise high judgment, particularly in narrow time frames.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $101,400/year in our lowest geographic market up to $188,500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.