Mgr, Employee eXperience Comms, Issues & Change Management
Apply NowCompany: Amazon
Location: Seattle, WA 98115
Description:
Are you passionate about managing complex communications challenges in a fast-paced environment? We are seeking a high-judgment, strategic communications professional to lead critical internal communications and issues management for Amazon. This role will serve as a primary point of contact for escalations while managing strategic communications initiatives that help Amazonians navigate change and critical situations effectively.
The ideal candidate will demonstrate exceptional stakeholder management skills, thrive in ambiguous situations, and excel at building scalable processes. They should be able to toggle between immediate response needs and long-term strategic planning, while maintaining Amazon's high bar for clear, effective communication.
Key job responsibilities
Issues Communications & Change Management
Serve as a primary point of contact for escalations, building and maintaining key stakeholder relationships
Develop and document standard operating procedures and playbooks for managing various types of escalations
Identify patterns and opportunities for proactive communication strategies to address recurring areas
Lead incident response coverage and establish formal on-call rotation processes to scale across the team.
Strategic Communications Planning
Drive proactive communications planning for high-priority topics and potential issues
Create and maintain evergreen content that addresses common concerns and supports rapid response needs
Co-own and execute company-wide change announcement communications plans, including contingency planning
Develop and implement measurement frameworks to assess communication effectiveness
Operational Excellence
Build and maintain scalable processes to ensure consistent coverage during off-hours and emergencies
Partner with team members to identify and address single points of failure in existing processes
Manage cross-functional relationships with key partners including Internal Corporate Communications, PR, HR, Legal, and various business units
BASIC QUALIFICATIONS
- Bachelor's degree in Communications, Marketing, Journalism, or related field
- 8+ years of experience in internal communications, issues management, or related field
- Demonstrated experience managing sensitive communications and escalations
- Solid writing and editing skills with ability to craft clear, concise messaging
- Experience building processes and playbooks for complex communications scenarios
PREFERRED QUALIFICATIONS
- Experience in change management communications
- Crisis communications experience
- Track record of building strong partnerships with senior stakeholders
- Experience working in a global, matrix organization
- Demonstrated ability to influence without authority
- This role requires strong judgment, excellent stakeholder management skills, and the ability to maintain calm and focused during high-pressure situations. The successful candidate will balance reactive needs with proactive planning while maintaining Amazon's high standards for communication quality and employee experience.
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.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $106,400/year in our lowest geographic market up to $185,000/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.
The ideal candidate will demonstrate exceptional stakeholder management skills, thrive in ambiguous situations, and excel at building scalable processes. They should be able to toggle between immediate response needs and long-term strategic planning, while maintaining Amazon's high bar for clear, effective communication.
Key job responsibilities
Issues Communications & Change Management
Serve as a primary point of contact for escalations, building and maintaining key stakeholder relationships
Develop and document standard operating procedures and playbooks for managing various types of escalations
Identify patterns and opportunities for proactive communication strategies to address recurring areas
Lead incident response coverage and establish formal on-call rotation processes to scale across the team.
Strategic Communications Planning
Drive proactive communications planning for high-priority topics and potential issues
Create and maintain evergreen content that addresses common concerns and supports rapid response needs
Co-own and execute company-wide change announcement communications plans, including contingency planning
Develop and implement measurement frameworks to assess communication effectiveness
Operational Excellence
Build and maintain scalable processes to ensure consistent coverage during off-hours and emergencies
Partner with team members to identify and address single points of failure in existing processes
Manage cross-functional relationships with key partners including Internal Corporate Communications, PR, HR, Legal, and various business units
BASIC QUALIFICATIONS
- Bachelor's degree in Communications, Marketing, Journalism, or related field
- 8+ years of experience in internal communications, issues management, or related field
- Demonstrated experience managing sensitive communications and escalations
- Solid writing and editing skills with ability to craft clear, concise messaging
- Experience building processes and playbooks for complex communications scenarios
PREFERRED QUALIFICATIONS
- Experience in change management communications
- Crisis communications experience
- Track record of building strong partnerships with senior stakeholders
- Experience working in a global, matrix organization
- Demonstrated ability to influence without authority
- This role requires strong judgment, excellent stakeholder management skills, and the ability to maintain calm and focused during high-pressure situations. The successful candidate will balance reactive needs with proactive planning while maintaining Amazon's high standards for communication quality and employee experience.
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.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $106,400/year in our lowest geographic market up to $185,000/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.