Heather Hansen
Operations | Change Management | Customer Success Professional - Equally enthusiastic about scaling dynamic organizations, and espresso.
- Role
- Change Communications Manager (Technology, Productivity Project Portfolio Office) at Amazon
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Heather Hansen
15+ years of overall Customer Success experience, with at least 10 years in progressive senior leadership roles. Experienced in leading and scaling full-lifecycle, global teams, across several industries, including a blend of digital and human motions.Lean Six Sigma Yellow Belt, Salesforce Certified.
Experience
Change Communications Manager (Technology, Productivity Project Portfolio Office)
Aug 2025 — Present · Seattle, WA, US
Architected and deployed \"Communications in a Box,\" a scalable change management framework serving 500+ CSMs across Strategic Account Services (SAS) that standardizes communication approaches for organizational changes. Launched in January 2026 using an Asana-based Change Management Pipeline, the framework establishes impact-based communication protocols, that transform reactive firefighting into proactive change preparedness, targeting hours in annual organizational time savings through systematic communication strategies. Led strategic communication planning and execution for enterprise-wide technology adoption initiatives including Salesforce implementation (Project Vertex) and AI tool integration. Developed and launched internal communication mechanisms including Monday Morning Briefing, and MAM Monthly Planner (achieving 90% open rates and 100% positive feedback), consolidating fragmented information channels across four communication platforms with 50+ channels and enabling CSMs to focus on strategic seller engagement rather than information hunting. Drove cross-functional task management optimization initiative through governance process redesign, eliminating non-value tasking across 15+ partner teams. Established baseline task quality metrics, and implemented closed-loop feedback mechanisms to improve task relevancy and reduce task volume. Partnered with automation and AI integration teams to translate complex technical changes into clear, actionable guidance that accelerates technology adoption and contributes toward CSM time savings goal.
Education
UC Santa Barbara
B.A., Sociology
2002 — 2004
UCLA Extension
Project Management Certificate
2014 — 2015
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