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Newark, New Jersey

Business & Operations Planning Senior Director

Customer Service   |   Job ID  2375092
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Good storytelling starts with great listening. At Audible, that means each role and every project has our audience in mind. Because the same people who design, develop, and deploy our products also happen to use them. To us, that speaks volumes.

Audible Customer Care (CC) is looking for a Business & Operations Planning Senior Director to join our global Contact Center group. This role functions as a broad-based knowledge and experience expert in operations, serving as a partner and advisor to the CC Leadership team. The Business & Operations Planning Senior Director will be a people manager building and leading mission critical, cross-functional programs, deliver objective analysis and insights, and execute on strategic initiatives (Big Bets).

The focus of the Business & Operations Planning Senior Director is to establish and scale global high business value programs that deliver incremental growth to Audible and increased engagement with the Audible products throughout the customer lifecycle. They will continuously optimize performance of the programs by identifying gaps and opportunities. Additional responsibilities include cultivating business partnerships to drive project/initiative work and innovation efforts pertaining to the Customer Experience.

You have demonstrated experience in managing, measuring and driving complex tasks and projects, constantly operating in a raise the bar mindset. You combine thought leadership, commercial pragmatism, and analytical rigor with enthusiasm for diving deeper into existing processes and tirelessly looking for opportunities to "Drive Change" in the organization. You are a rare combination of “thinker” and “do’er” with a strong aptitude for understanding strategic goals of tech and media organizations and building and executing the tactics to accomplish them. You have exceptional ability to balance creative thinking with strong business judgment and analytical skills. You have strong work ethic and ability to identify and solve complex problems. You are a strong written and verbal communicator; you can explain complex concepts and issues clearly and efficiently. You have the ability to work with others or independently to navigate ambiguous situations; you can identify and act upon an opportunity or problem without explicit instructions.

You lead by example and do not delegate what you would not do yourself; you are not afraid to roll up your sleeves up and finish a project without help when needed. You are resilient and positive attitude – even the stiffest challenges are possible with the right amount of creativity, good judgment, and hard work. You exhibit strong integrity and ability to follow through on commitments and deadlines. You have the ability to think both strategically and tactically and to drive execution. You are equally comfortable with long term planning and day-to-day progress tracking and execution. You have an eye for detail and foresee the unforeseen.

As a Business & Operations Planning Senior Director you will...
  • Simultaneously develop and manage detailed roadmaps for multiple projects
  • Support strategic planning that focus on driving new projects, processes improvements and customer experience enhancements
  • Perform forecasting and market analysis to develop competitive intelligence strategy
  • Lead roadmap of enhancements to drive continuity, reduce risk and enable new capabilities for internal & external customers
  • Build relationships with key stakeholders across the business to define needs and deliver holistic solutions
  • Identify opportunities for automation and system improvements
  • Author and deliver executive level reporting, including weekly, monthly, and quarterly business reviews
  • Proactively connect the dots across initiatives (both internal and to business strategy) to ensure execution and accountability
  • Use deep professional knowledge and acumen to advise senior leadership on decisions
  • Exercise considerable creativity, foresight, and judgment in conceiving, planning, and delivering initiatives

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. Audible offers a Hub+Home hybrid workplace model that gives employees flexibility between gathering in a common office space (work from hub) and remote work (work from home). Some teams will work mostly at hub, some mostly at home and others hybrid. For more information, please visit


  • Bachelor’s degree
  • 10+ years of experience in consulting, strategic development, and leadership experience in customer service/experience


  • MBA or advanced degree from an accredited university
  • Experience in consultation
  • Solid understanding of Audible, Amazon, Customer Experience, Customer Service, Finance, and Data Science & Insights
  • Subscription, E-commerce, Media, Entertainment, Digital experience
  • Exceptional verbal and written articulation skills – ability to effectively communicate complex concepts and ideas in a non-technical, simple manner across different levels and geographies of an organization
  • Strong analytical, problem solving, and project management skills
  • Highly organized individual with strong time management skills
  • Strong negotiation, collaboration, team facilitation, and influencing skills
  • Ability to work with cross-functional teams under aggressive deadlines
  • Ability to effectively communicate and present to executive leadership
  • Proven and successful track record of navigating through ambiguous situations and constant change
  • Equally passionate about people and customers

Audible is committed to a diverse and inclusive workplace. Audible is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit
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