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

About the role

Amazon Customer Service (CS) is seeking a Communications & Leadership Development Business Partner (CLD BP) to join our Strategic Enablement team. In this role, you'll serve as a trusted advisor to senior CS leaders, providing integrated support that leads with strategic communications expertise and is complemented by leadership development capabilities to drive organizational effectiveness, engender employee engagement, and build strategic executive presence. As a CLD BP, you'll lead with communications, 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, drive engagement and empowerment during ongoing organizational transformation, and shape how leaders engage their teams and present themselves - while drawing on leadership development capabilities to provide holistic support where needed. This communications-first approach positions you as the strategic voice behind how CS leaders show up, message, and engage at scale. Your work will directly impact how CS leaders communicate with their teams, navigate complex organizational transformation, and drive engagement across global populations. You'll craft executive messaging; develop change communications strategies; facilitate leadership offsites; design town hall content; and serve as a credible challenger who sharpens leaders' communications approach and surfaces opportunities they might not see on their own. Where leadership development needs arise, you'll connect stakeholders to tailored solutions such as coaching, facilitation, or bespoke programs as a complementary layer of support. 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 develop their capabilities, but communicate with clarity, consistency, and strategic intent across every touchpoint. You'll be the single face of CLD for your stakeholders, connecting them to our full suite of capabilities while directly executing high-impact strategic executive communications work. This role requires someone who can operate with significant autonomy in ambiguous situations, build trusted relationships with senior leaders, and lead with strategic executive communications expertise while leveraging leadership development as a supporting capability 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 executive communications partner to dedicated senior CS leaders, providing integrated support that leads with communications expertise - designing and executing messaging strategies that drive organizational alignment, engagement, and transformation - Provide expert strategic communications counsel to senior leaders - advising on messaging strategy, tone, timing, audience segmentation, and channel selection for high-stakes communications - Act as a credible challenger who sharpens leaders' communications approach, surfaces blind spots in their messaging, and identifies opportunities for stronger employee engagement and executive presence - Design and execute strategic communications including organizational announcements, change management messaging, town halls, leadership communications, and employee engagement campaigns that connect employees to CS vision and priorities - Develop and maintain yearly integrated CLD support plans for assigned stakeholders, with communications as the primary delivery mechanism and leadership development as a complementary capability - Facilitate leadership offsites, town halls, team meetings, and strategic planning sessions, owning the communications design, narrative arc, and content development - Provide issues management and crisis communications support, developing strategies to mitigate reputational risk and manage sensitive organizational messaging - Develop and execute communications strategies for major change initiatives - restructuring, leadership transitions, strategy shifts, and organizational transformation - Track and report communications effectiveness metrics (engagement, reach, sentiment), using data to continuously refine messaging and channel strategy - Connect stakeholders to leadership development capabilities (coaching, facilitation, bespoke programs) where development needs arise, serving as the single point of contact for all CLD interactions - Collaborate with CLD Creative & Marketing teams to develop compelling visual and video content that enhances communication effectiveness - Monitor or

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