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Sr. Program Manager, Business Communications, Worldwide Customer Service Communications

2 months ago

Old Toronto, Canada Amazon Full time
DESCRIPTION

The Worldwide Customer Service (CS) Communications team' mission is to ensure every CS employee feels connected, informed, engaged, and like they truly belong. Our team is seeking an innovative and highly motivated Program Manager (PM), Business Communications to support communications for the global CS team, in addition to projects specific to our Amazon Business and Amazon Consumer businesses. This is an opportunity for a creative, dynamic, and results-driven communications professional to add significant value to the best-in-class CS team.
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
  • Proactively build and manage relationships with CS leaders and partners, assisting them in communication planning and ensuring all employee-facing communications are delivered to the right audience, at the right time, with the right message, and through the right channels.
  • Work closely with CS leadership, earning trust to be a trusted thought partner on business-specific communications.
  • Co-lead and support the strategy for internal communication for the Amazon Business and Amazon Consumer businesses.
  • Support CS-specific engagement initiatives like Smile Stories and One CS, and tenet-driven activities, in addition to business-unit specific communications (e.g., updated policies for customer service associates on specific teams, new tools within CS).
  • Help drive adoption, engagement, and interaction across CS' internal communication platforms and tools, as part of our global communications strategy.
  • Conduct ongoing analysis of communications and report on performance.
  • Prioritize competing projects and requests, managing multiple initiatives, and ensure prioritization and focus stay on top strategic objectives.
A day in the life
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

BASIC QUALIFICATIONS

- 7+ years of program or project management experience
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience using data and metrics to determine and drive improvements
- At least 7 years of experience in internal communications; creating both digital content and written, video, or visual communications materials.
- Executive communications experience.
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership.
- Bachelor's degree in communications, journalism, public relations, or a related field.

PREFERRED QUALIFICATIONS

- Experience driving change and influencing organizations through communications, from audience and stakeholder analysis through implementation and success metrics tracking.
- 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.
- Ability to exercise high judgment, particularly in narrow time frames.
- Track record for learning and being curious, diving into unknown territory and learning new concepts.

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, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter. #J-18808-Ljbffr