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Newark, New Jersey

Director, Customer Service

Customer Service   |   Job ID  2071956
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JOB SUMMARY

Job summary
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.

ABOUT THIS ROLE
As Director, Customer Service, you are responsible for building strategy and driving execution for Customer Service frontline to achieve company goals while realizing best-in-class customer experience, financial performance, and employee engagement. Establishes strong partnerships with key internal stakeholders-Human Resources, Talent Acquisition, Learning & Development, Legal, and Workforce Management to build and execute processes and programs that deliver an exceptional customer and employee experience. Models accountability, creativity, resourcefulness, energy, passion, leadership, integrity, and team building to inspirationally lead a large organization, grow the center across multiple physical and virtual locations. A proven leader with extraordinary leadership and people development skills.

ABOUT YOU
Also owning new ideas of best ways to leverage frontline and continuous service improvements (processes, policies, people, training). You have to relentlessly drive improvements on behalf of the customer since their team is the closest to the customer, and be empowered to drive change versus just managing to metrics and employee engagement.

As a Director, Customer Service, you will...
  • Lead a large team of up to 200+ frontline employees and customer service managers and own new ideas on the best way to leverage frontline and continuous improvements (processes, policies, people, training). You will relentlessly drives improvements on behalf of the customer and drive change.
  • Build and lead a team of managers and dedicated to not only attract and retain the very best talent but foster a culture where our team members are deeply connected to Audible’s mission and empowered to deliver our best-in-class service.
  • Utilize employee relations expertise to identify issues, predict and mitigate risk, develop and execute employee relation strategies and employee programs for frontline customer service.
  • Deliver and drive strategies and programs which improve the position and profitability of the customer service sites that includes all aspects of operational performance, employee engagement, change management, succession planning-talent management activities and stakeholder management.
  • Design and implement an employee engagement strategy that cultivates a positive, open and innovative culture.

BASIC QUALIFICATIONS

  • Bachelor’s Degree or relevant experience.
  • 10+ years experience in customer service, hospitality, or retail management.
  • Experience leading teams of at least 100+ frontline representatives.

PREFERRED QUALIFICATIONS

  • Self-starter who is able to prioritize and deliver on deadlines with minimal supervision.
  • Solid track record of leading teams through change and creating employee satisfaction.
  • Exceptional dedication to create customer and employee satisfaction.
  • Strong influencing skills.
  • Excellent written, verbal communication, interpersonal skills; high quality document and report preparation.
  • Ability to function in an ambiguous, fast paced work environment working under pressure while consistently meeting standards for productivity and quality.
  • Excellent data analytics skills
  • Experience working in highly matrixed organizations.
  • A dynamic and compassionate leader that combines strategic thinking and operational excellence, a passion for results, possess customer obsession and an attitude that anything is possible.
  • A proven track record in successfully managing remote customer service teams and launching new sites and/or new projects of significant size.

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.



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 https://www.amazon.jobs/en/disability/us.
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