Executive Assistant - Amazon Customer Service

Description

Amazon Customer Service (CS) CXP (Customer Experience Products) team is seeking an exceptional Executive Assistant to support the Vice President in a fast-paced, strategic environment. CXP is a global, multi-disciplinary organization across product, engineering, science, data intelligence, and design, with broad accountability spanning customer experience, innovation, and business performance. Our ambition is to reinvent Customer Service with GenAI toward a future where Amazon CS is so good that it is a reason customers choose Amazon.

This role requires someone who is bright, self-motivated, and thrives under pressure while maintaining exceptional organizational standards. The EA will be a critical partner to the VP, enabling them to focus on the highest-priority work, and will serve as the lead EA for the broader CXP organization. The right person will develop a strong understanding of the organization, its leaders, priorities, and operating rhythms, and use that knowledge to improve decision velocity, communication flow, and execution.

The strongest EAs do more than execute tasks. They develop enough organizational understanding to exercise judgment on behalf of the executive they support, knowing the VP's priorities, leadership team, and working style well enough to make sound decisions independently rather than requiring direction for every one.

Key job responsibilities
Executive Calendar and Priority Management
- Own the VP's executive calendar with strategic prioritization across multiple time zones, balancing the purpose and urgency of competing requests rather than simply filling available time.
- Protect time for important, non-urgent work and build a calendar that is realistic for a human, including transition time, preparation, meals, and travel.
- Create coordination mechanisms across the VP's leadership team, the broader Customer Service Leadership Team, and senior executives.
- Develop enough organizational context to recommend appropriate delegates and minimize unnecessary rescheduling once commitments are made.
- Anticipate scheduling conflicts and resolve them proactively, maintaining alignment with VP priorities.
Organizational Coordination and Communication
- Serve as the connective tissue of the organization, ensuring information, decisions, and follow-up move efficiently across the VP, leadership team, and key stakeholders.
- Proactively surface important developments, anticipate coordination needs before they become blockers, and create clarity when ownership, timing, or next steps are ambiguous.
- Use the right communication channels with appropriate urgency, distinguishing what requires escalation from what can be resolved independently.
- Build strong working relationships with the VP's leadership team, peer EAs, and key partners across Amazon.
- Track important commitments and ensure appropriate follow-through.
Meetings, Events, and Team Experiences
- Plan and execute a range of meetings and events, including leadership offsites, workshops, planning sessions, employee engagement activities, and social events.
- Handle all event logistics, including venue, catering, room setup, transportation, and materials preparation, ensuring participants have what they need in advance.
- Coordinate schedules across multiple leaders and organizations, anticipating logistical issues before they arise.
- Partner with leaders and other EAs to create well-run, thoughtful experiences.
- Lead space planning for a large, globally distributed organization spanning multiple buildings and countries, including seating allocation, office moves, and reconfigurations as the organization evolves.
Travel, Expenses, and Executive Logistics
- Coordinate complex domestic and international travel, including multi-city itineraries, visa requirements, time zone optimization, and contingency planning, with practical attention to preparation and transition time.
- Manage changes and disruptions as they occur, and complete expense reports accurately and promptly.
Strategic Deliverables and Project Management
- Track and drive completion of key deliverables across the VP's portfolio, following up on action items from leadership meetings to ensure timely closure.
- Support ad hoc strategic projects with increased scope and visibility.
- Design and implement process improvements to maximize efficiency and scalability across the EA community and broader organization.


A day in the life
A typical day as the Lead Executive Assistant to the VP of CXP combines organizational excellence with hands-on problem-solving. You'll orchestrate a complex executive calendar across global time zones, keeping it aligned with the VP's highest priorities while protecting space for the thinking and preparation that high-stakes leadership requires. You'll coordinate high-visibility meetings with senior leaders across Customer Service and partner organizations, track critical deliverables, and ensure follow-through on commitments across a fast-moving leadership team.

You'll manage communications flow to and from the VP, surface important developments before they become problems, and help create clarity when ownership or next steps are ambiguous. Each day brings opportunities to solve complex logistical challenges, advance important organizational initiatives, and identify better ways for the leadership team to operate — not just managing the work around the organization, but actively helping the organization work better.


About the team
Amazon Customer Service CXP is a global, multi-disciplinary organization across product, engineering, science, data intelligence, and design. We are reinventing Customer Service with GenAI, building toward a future where Amazon CS is so effortless and effective that it becomes a reason customers choose Amazon. Our work spans the full breadth of the customer service experience: from the products and experiences customers interact with, to the AI and data systems that power them, to the business performance that makes it all sustainable.

We are builders, scientists, and operators who develop products, services, and data-driven solutions that shape how hundreds of millions of customers around the world get help. By eliminating friction and making support effortless, we enhance the overall customer experience while driving efficiency and innovation across Amazon's global operations.

We are also a dynamic group of leaders who are smart, customer-obsessed, and genuinely fun to work with. We take our mission seriously and our camaraderie seriously too. We are looking for a Lead EA who brings the same energy: a real passion for customer service, sharp instincts, hustle, warmth, and a sense of humor. If you thrive in a fast-moving environment, love solving complex problems, and want to be at the center of an organization doing meaningful work, this team is for you.

Basic Qualifications

- 5+ years of senior level leadership support, or 3+ years of Amazon experience
- High school or equivalent diploma
- Experience with Microsoft Office products and applications
- Experience with executive level calendar management
- Experience with domestic or international travel coordination, or experience managing multiple calendars
- Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
- Experience in a fast-paced, high-tech company, or experience with executive level calendar management

Preferred Qualifications

- Experience leading process improvements
- Experience in operational excellence using six sigma methodologies
- Bachelor's degree or equivalent
- Experience building scalable programs and repeatable scalable processes, levering various tools and methods to create scale and efficiency
- Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience in a fast-paced, high-tech company
- Experience using strong customer service, communication, and interpersonal skills, or experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience with AI/ML technologies

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.