External Relations Lead, Customer Trust External Relations

Description

The Customer Trust External Relations (CTXR) organization works to ensure positive public perception of Amazon’s trustworthy shopping experience. We are the safest place for customers to shop online, and the customer-obsessed tools our teams build help ensure customers have a trustworthy shopping experience in our store every time with every product, whether purchased from Amazon or from the millions of sellers in our stores around the world.

An important part of CTXR’s charter is finding opportunities to engage thought-leaders, policymakers, and media on the trustworthiness of the store and improving public perception of the industry-leading work our teams do on behalf of our customers. CTXR also acts as an internal advocate to help teams increase positive perception of their work and a creative ideas engine for ways to improve external awareness and excitement around that work. We accelerate and strengthen third-party advocacy and partnerships to benefit customers and drive improvements within the retail industry.

We’re looking for a high-judgment and self-motivated individual, with experience bridging business needs, high-value communications, and government or regulatory environments, to support external relations and strategic engagements related to Amazon’s anti-counterfeiting, product safety, and organized retail crime prevention initiatives. The candidate for this role excels at engaging across a wide range of global stakeholders including law enforcement, consumer groups, and trade associations. This role operates in a fast-paced, highly ambiguous, frequently changing environment, and will require a team member who has good judgment, excellent written communication skills, and is comfortable interacting with both internal and external leaders and working with cross-functional teams.

Key Job Responsibilities

• Help improve positive public perception of Amazon’s product safety, anti-counterfeiting, and ORC initiatives worldwide by executing integrated project plans across multiple initiatives in multiple regions.
• Work closely and collaboratively with design, program, and product teams from partner teams, as well as Public Relations, Public Policy, and Legal to execute initiatives, proactively identifying opportunities and mitigating any risks.
• Support and maintain key relationships with third-party stakeholders in support of our external relations and enforcement strategies.
• Execute a range of external communications initiatives to help consumers and others learn about Amazon’s efforts to ensure a trustworthy customer experience.
• Work with the CTXR marketing team to experiment in storytelling and creative communications to educate and excite external partners.
• Participate in conferences and external meetings focused on product integrity issues. This may include frequent domestic and international travel (~20%).
• Coordinate relationship management across partner teams.
• Bring a high-energy, results-oriented, and resourceful mindset and quickly take control of your responsibilities.

This role reports to the CTXR lead for product integrity, increasing education and comfort among consumer groups, governments, regulators, policymakers, academics, and researchers about the work we do to ensure a trustworthy shopping experience.

Basic Qualifications

• 3+ years of program or project management experience.
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience.
• Experience using data and metrics to determine and drive improvements.
• Experience working cross-functionally with tech and non-tech teams.

Preferred Qualifications

• 3+ years of driving process improvements experience.
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization.
• Experience building processes, project management, and schedules.

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.

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