Communications & Leadership Development Business Partner, Amazon Customer Service

Amazon • Seattle, WA

8d

About The Position

Amazon Customer Service (CS) is seeking a Communications & Leadership Development Business Partner (CLD BP) to join their Strategic Enablement team. This role involves serving 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. The CLD BP will work at the intersection of communications and leadership development, partnering with senior leader stakeholders across the global Customer Service organization. They will design and deliver strategic communications that connect employees to the mission, while simultaneously building leadership capabilities through coaching, facilitation, and tailored development programs. This dual-discipline approach aims to provide holistic solutions that drive both engagement and capability. The role directly impacts how CS leaders communicate, develop their skills, and navigate challenges, involving facilitation of leadership offsites, crafting strategic messaging for organizational changes, and designing bespoke learning solutions. The position requires significant autonomy, the ability to build trusted relationships with senior leaders, and a seamless blend of communications and leadership development expertise. The ideal candidate must think critically, act tactically, write effectively, and possess strong organizational and communication skills, quickly becoming a subject matter expert on the CS business.

Requirements

• 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
• 7+ years of professional experience in leadership development, organizational development, communications, and/or related fields
• 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

Nice To Haves

• 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

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 CLD teams for program development
• Develop and maintain yearly integrated CLD 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 CLD capabilities and subject matter experts, serving as the single point of contact for all CLD interactions
• Conduct surveys and gather feedback to measure communication effectiveness, engagement, and leadership development impact
• Support ad hoc requests through the CLD Shared Service model, providing consultation and execution support to CS leaders and program teams across the organization
• Collaborate with CLD 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

Benefits

• 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
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior