CS Program Management Specialist
Product & Customer Experience | Job ID 10414715Job Summary
At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.
ABOUT THIS ROLE
As a CS Program Management Specialist in Global Frontline Operations, you will support senior program managers in delivering customer service projects that benefit both our listeners and the agents who support them. You’ll contribute to a portfolio of strategic initiatives — including technology rollouts, vendor transitions, process improvement programs, and operational expansion efforts — by keeping the day-to-day execution on track. Working with cross-functional partners in Product, Marketing, and Tech, your focus will be on updating trackers, preparing status reports, coordinating with partners on training and content readiness, flagging risks early, and making sure documentation is always current and accessible. You’ll be the person the team relies on to ensure nothing falls through the cracks.
ABOUT YOU
The ideal candidate for this role is a self-starter who thrives in dynamic, fast-paced, cross-functional environments. You work efficiently and effectively under pressure, taking initiative to prioritize tasks and manage your own workload without waiting to be told what’s next. You have a strong bias toward data-driven decision-making, and an innate ability to understand how metrics relate to business problems — you don’t just track numbers, you want to understand the story behind them.
You possess strong organizational skills with the ability to create order out of chaos and anticipate the needs of customers before they surface. You think creatively about how to better serve our listeners and create an amazing work environment for our contact agents. Excellent written and verbal communication skills are essential — you can clearly share project updates and information with team members and cross-functional partners in a professional, courteous manner.
As a CS Program Management Specialist, you will...
- Help coordinate cross-functional launch activities — track timelines, follow up on action items with Product, L&D, Relationship Managers, and third-party partners, and coordinate training schedules and content readiness so new service solutions go live on time and without gaps
- Support process experiments — assist in setting up trial phases for new customer service approaches, collect and organize data on outcomes, and compile findings for the team to review and inform next steps
- Prepare and share regular project status updates — update project trackers, prepare weekly status reports using established templates, and share progress with project team members and immediate stakeholders to keep everyone aligned and reduce surprises
- Help identify and flag project risks early — monitor task completion and timelines across workstreams, raise potential issues to project leads promptly, and document risks for team discussion so delivery timelines stay intact
- Keep project documentation accurate and up to date — maintain readiness checklists, shared knowledge repositories, and supporting materials so team members can easily find the information they need
- Support post-launch review and continuous improvement — help gather performance data using established governance mechanisms, collect feedback from both listeners and contact agents, flag potential friction points, and organize findings for the team to review and act on
ABOUT AUDIBLE
At Audible, we innovate and inspire through the power of voice. We're changing the narrative on storytelling. As a leading creator and provider of premium audio storytelling, we've redefined the ways people access, discover, and share stories. The stories we tell have the ability to transport and transform everyday moments into meaningful experiences and it's our people who make Audible's service possible. We're listeners, storytellers, and problem-solvers. Our perspectives and experiences power our ideas and come together in our mission to unleash the power of the spoken word.
ABOUT THIS ROLE
As a CS Program Management Specialist in Global Frontline Operations, you will support senior program managers in delivering customer service projects that benefit both our listeners and the agents who support them. You’ll contribute to a portfolio of strategic initiatives — including technology rollouts, vendor transitions, process improvement programs, and operational expansion efforts — by keeping the day-to-day execution on track. Working with cross-functional partners in Product, Marketing, and Tech, your focus will be on updating trackers, preparing status reports, coordinating with partners on training and content readiness, flagging risks early, and making sure documentation is always current and accessible. You’ll be the person the team relies on to ensure nothing falls through the cracks.
ABOUT YOU
The ideal candidate for this role is a self-starter who thrives in dynamic, fast-paced, cross-functional environments. You work efficiently and effectively under pressure, taking initiative to prioritize tasks and manage your own workload without waiting to be told what’s next. You have a strong bias toward data-driven decision-making, and an innate ability to understand how metrics relate to business problems — you don’t just track numbers, you want to understand the story behind them.
You possess strong organizational skills with the ability to create order out of chaos and anticipate the needs of customers before they surface. You think creatively about how to better serve our listeners and create an amazing work environment for our contact agents. Excellent written and verbal communication skills are essential — you can clearly share project updates and information with team members and cross-functional partners in a professional, courteous manner.
As a CS Program Management Specialist, you will...
- Help coordinate cross-functional launch activities — track timelines, follow up on action items with Product, L&D, Relationship Managers, and third-party partners, and coordinate training schedules and content readiness so new service solutions go live on time and without gaps
- Support process experiments — assist in setting up trial phases for new customer service approaches, collect and organize data on outcomes, and compile findings for the team to review and inform next steps
- Prepare and share regular project status updates — update project trackers, prepare weekly status reports using established templates, and share progress with project team members and immediate stakeholders to keep everyone aligned and reduce surprises
- Help identify and flag project risks early — monitor task completion and timelines across workstreams, raise potential issues to project leads promptly, and document risks for team discussion so delivery timelines stay intact
- Keep project documentation accurate and up to date — maintain readiness checklists, shared knowledge repositories, and supporting materials so team members can easily find the information they need
- Support post-launch review and continuous improvement — help gather performance data using established governance mechanisms, collect feedback from both listeners and contact agents, flag potential friction points, and organize findings for the team to review and act on
ABOUT AUDIBLE
At Audible, we innovate and inspire through the power of voice. We're changing the narrative on storytelling. As a leading creator and provider of premium audio storytelling, we've redefined the ways people access, discover, and share stories. The stories we tell have the ability to transport and transform everyday moments into meaningful experiences and it's our people who make Audible's service possible. We're listeners, storytellers, and problem-solvers. Our perspectives and experiences power our ideas and come together in our mission to unleash the power of the spoken word.
Basic Qualifications
- Bachelor's degree or equivalent
- 2+ years of experience in program/project coordination, project support, or operations
- Experience working with cross-functional teams
- Experience managing multiple tasks simultaneously in a fast-paced, ever-changing environment
- Written, verbal, and interpersonal communication skills
- Experience taking meeting notes, tracking action items, and maintaining process documentation
- Proficiency in project management and productivity tools (e.g., Asana, JIRA, Smartsheet, or equivalent)
- Experience that includes analytical skills and a structured approach to organizing information and supporting problem-solving through data
- Business fluency in English (written and verbal)
- 2+ years of experience in program/project coordination, project support, or operations
- Experience working with cross-functional teams
- Experience managing multiple tasks simultaneously in a fast-paced, ever-changing environment
- Written, verbal, and interpersonal communication skills
- Experience taking meeting notes, tracking action items, and maintaining process documentation
- Proficiency in project management and productivity tools (e.g., Asana, JIRA, Smartsheet, or equivalent)
- Experience that includes analytical skills and a structured approach to organizing information and supporting problem-solving through data
- Business fluency in English (written and verbal)
Preferred Qualifications
- German language skills (professional working proficiency or above)
- Experience working in or supporting contact center operations
- Familiarity with CRM or ticketing systems (e.g., Salesforce, Zendesk, or equivalent)
- Experience supporting senior stakeholders with project updates and documentation
- Additional European language skills (e.g., French, Spanish, Italian)
- Self-motivated with willingness to learn
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
m/w/d
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.
- Experience working in or supporting contact center operations
- Familiarity with CRM or ticketing systems (e.g., Salesforce, Zendesk, or equivalent)
- Experience supporting senior stakeholders with project updates and documentation
- Additional European language skills (e.g., French, Spanish, Italian)
- Self-motivated with willingness to learn
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
m/w/d
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.
