Customer Relations Manager Jobs in Silver Spring, MD

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-judgement and self-motivated individual, with experience bridging business needs, high-value communications, and government or regulatory environments, to lead external relations and strategic engagements related to Amazon's product safety initiatives. The candidate for this role excels at developing winning engagement and content development strategies, executing tactical plans, and delivering measurable results and positive impact. This role operates in a fast-paced, highly-ambiguous, frequently-changing environment, and will require a team member who has good judgement, 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 initiatives worldwide by creating and driving integrated project plans that have clear, measurable success criteria 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.
- Develop and maintain key relationships with third party stakeholders on product integrity issues.
- Execute a range of external communications programs and events in support of initiatives and program goals, seeking to increase experimentation in storytelling and creative communications to educate and excite external partners.
- Participate in conferences and external meetings focused on product integrity issues. This will eventually include frequent domestic and international travel (~20%).
- Develop and deliver educational and training materials for both internal and external consumption.
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
- 7+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience working cross functionally with non-tech teams
PREFERRED QUALIFICATIONS
- Experience communicating effectively with external partners and delivering results for advertisers
- Experience handling ambiguous or undefined challenges through strong problem solving abilities
- Can show strong verbal and written communication skills
- Experience prioritizing competing demands, scoping large efforts, and negotiating timelines
- Background in product safety issue management;
- Maintain highest personal levels of ethical conduct, confidentiality, and integrity, with an exemplary professional reputation in the industry.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, VA, Arlington - 115,600.00 - 160,000.00 USD annually