The Transportation Partner Experience (TPX) Communities team is seeking a digital community engagement manager to connect with and support our Delivery Service Partners (DSPs) in North America. Our mission is simple: drive engagement, advocacy and business success among the critical functions in Amazon’s supply chain and logistics networks. We do this by building digital communities that connect, inform, and inspire the ecosystem of entrepreneurs and business owners who partner with Amazon to improve delivery flexibility, speed and reliability for our customers. We measure our success through the positive impact we deliver for community members’ businesses, but also in the relationships we enable community members to build with each other and Amazon.
As a community engagement specialist, you will be responsible for building and executing the strategies that support community member engagement with each other and with Amazon. This includes (1) community engagement and moderation strategy, (2) issues management response, and (3) cross-functional stakeholder management both with internal and external partners. Ultimately, you will spend each day obsessing over the community member lifecycle to support community members and help improve their experience partnering with Amazon.
This role requires developing and maintaining a deep understanding of Last Mile operations, delivery processes, and business metrics to effectively advocate for DSPs and drive meaningful improvements. The ideal candidate must be a strong communicator with issues management experience and excellent writing skills to clearly communicate complicated scenarios. You are known for being a generalist – a true dot-connector – with the ability and judgment to know when and where to Dive Deep. You are known for being highly organized and process driven and can juggle multiple projects at once. You must enjoy a fast-paced, deadline-oriented environment and thrive in ambiguity. This role will also frequently engage with a variety of stakeholders from program, product, and technology team, and your ability to earn trust and influence others is critical to your success. Ultimately, you are a relentless advocate for the DSP community, and you insist on the highest standards for improving their experience working with Amazon.
If you’re looking to build community through new issues management and moderation strategies to strengthen the digital community value proposition, we’re your perfect match. Come help us learn, invent, and grow!
Key job responsibilities
• Manage complex, fast-moving, and unexpected communications challenges with high judgment and professionalism
• Craft and manage reactive messaging strategies for sensitive program changes or situations that carry reputational risk for the DSP program
• Synthesize community member concerns and build an action plan for how to address the hot topics
• Write, develop, and manage approvals of Amazon-to-DSP communications within a tight turnaround
• Build a moderation playbook to support both issues and proactive community engagement
• Continuously improve the community guidelines and strategies to remind the community about them
• Partner with Manage complex, fast-moving, and unexpected communications challenges with high judgment and professionalism
• Craft and manage reactive messaging strategies for sensitive program changes or situations that carry reputational risk for the DSP program
• Synthesize DSP’s concerns and build an action plan for how to address the hot topics
• Write, develop, and manage approvals of Amazon-to-DSP communications within a tight turnaround
• Build an Issues Playbook to integrate our process for deploying information to DSPs and DAs for high-severity issues
