Head of Customer Service Center of Excellence
Customer Service | Job ID 2574728Job 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
The Head of Customer Service Center of Excellence (COE) reports to Head of Global Customer Experience and is accountable for strategic planning, execution, and overall leadership of large and diverse support functions for Audible Customer Service, supporting operations in nine countries. The six functions — Quality Management, Training, Knowledge Management, Change Management, and Workforce Management — are global in nature and require global thinking and accountability. The Head of Customer Service COE will be also responsible for forging strong relationships with Amazon leaders in various teams and external outsourcing partners. This is an equal-parts people and process focused role. With a high degree of focus on process and technology, the Head of Customer Service Center COE will drive significant innovation within Customer Service.
ABOUT YOU
- You are Customer Obsessed. You seek to deeply understand the needs of your customers, both internal and external, and strive to design and advocate for solutions that will delight them.
- You are Bright. You excel at understanding and diagnosing broken or frustrating customer experiences through qualitative and quantitative data and transforming it into compelling narratives to drive action. You grasp new concepts quickly and are eager to learn anything that will create value. You also easily navigate the people aspects of a complex, global organization.
- You are Bold. You are a self-starter, taking initiative to influence others and drive progress with minimal direction. You are not afraid to challenge the status quo, applying strong business judgment to find novel solutions to problems. You thrive in a culture of empowerment, innovation, and rapid change.
- You are Passionate. You are excited to drive existing opportunities and discover new ones. You imbue a passion for excellence into everything you do, not only raising the bar, but also having fun along the way. Most importantly, you can’t wait to be part of a customer-centric revolution!
- You are an experienced leader who has a passion for strategic leadership, superior execution, strategic thinking, and a flexible management style. You can bring strong strategic thinking and thought leadership towards the overall Customer Service vision.
- You are an advocate for our product and passionate about listening to audio content. You understand the complexities of a fast-paced, high performing organization and can handle multiple, abstract projects while dealing with constant change. You have a strong desire to achieve results and continuously raise the bar. Lastly, you have the ability to effectively manage time, priorities and deliverables.
As the Head of Customer Service COE, you will...
- Provide strong, dynamic leadership to diverse set of teams, driving a global mindset, and delivering a high-level of support to ensure a world-class customer experience
- Build strong partnerships with several stakeholders to drive aligned vision, prioritization, and accountability
- Be responsible for translating the CX vision and strategy to set direction for each function
- Proactively, anticipate, identify, and resolve challenges that may impair the organization’s ability to meet its strategic, financial, and technical goals
- Regularly review metrics and proactively seek out new and improved data/mechanisms for visibility, ensuring your roadmap stays aligned with organization objectives
- Work closely with cross functional teams to gather requirements, articulate new product experiences, and gain alignment from key stakeholders
- Maintain professional and technical knowledge by tracking emerging trends in each function
- Attend educational workshops, review professional publications, establish personal networks, benchmark state-of-the-art practices and participate in professional societies
- Be responsible for finance and budgets for Customer Service
- Have overall accountability of initiatives and goals for each function
- Drive customer experience innovations and foster a culture of excellence
- Embrace and uphold Audible People Principles into the entire group
ABOUT AUDIBLE
Audible is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. Our Hub+Home hybrid workplace model gives employees the flexibility between gathering in a common office space (work from hub) and remote work (work from home). For more information, please visit adbl.co/hybrid.
We are open to hiring candidates to work out of one of the following locations:
Newark, NJ, USA
ABOUT THIS ROLE
The Head of Customer Service Center of Excellence (COE) reports to Head of Global Customer Experience and is accountable for strategic planning, execution, and overall leadership of large and diverse support functions for Audible Customer Service, supporting operations in nine countries. The six functions — Quality Management, Training, Knowledge Management, Change Management, and Workforce Management — are global in nature and require global thinking and accountability. The Head of Customer Service COE will be also responsible for forging strong relationships with Amazon leaders in various teams and external outsourcing partners. This is an equal-parts people and process focused role. With a high degree of focus on process and technology, the Head of Customer Service Center COE will drive significant innovation within Customer Service.
ABOUT YOU
- You are Customer Obsessed. You seek to deeply understand the needs of your customers, both internal and external, and strive to design and advocate for solutions that will delight them.
- You are Bright. You excel at understanding and diagnosing broken or frustrating customer experiences through qualitative and quantitative data and transforming it into compelling narratives to drive action. You grasp new concepts quickly and are eager to learn anything that will create value. You also easily navigate the people aspects of a complex, global organization.
- You are Bold. You are a self-starter, taking initiative to influence others and drive progress with minimal direction. You are not afraid to challenge the status quo, applying strong business judgment to find novel solutions to problems. You thrive in a culture of empowerment, innovation, and rapid change.
- You are Passionate. You are excited to drive existing opportunities and discover new ones. You imbue a passion for excellence into everything you do, not only raising the bar, but also having fun along the way. Most importantly, you can’t wait to be part of a customer-centric revolution!
- You are an experienced leader who has a passion for strategic leadership, superior execution, strategic thinking, and a flexible management style. You can bring strong strategic thinking and thought leadership towards the overall Customer Service vision.
- You are an advocate for our product and passionate about listening to audio content. You understand the complexities of a fast-paced, high performing organization and can handle multiple, abstract projects while dealing with constant change. You have a strong desire to achieve results and continuously raise the bar. Lastly, you have the ability to effectively manage time, priorities and deliverables.
As the Head of Customer Service COE, you will...
- Provide strong, dynamic leadership to diverse set of teams, driving a global mindset, and delivering a high-level of support to ensure a world-class customer experience
- Build strong partnerships with several stakeholders to drive aligned vision, prioritization, and accountability
- Be responsible for translating the CX vision and strategy to set direction for each function
- Proactively, anticipate, identify, and resolve challenges that may impair the organization’s ability to meet its strategic, financial, and technical goals
- Regularly review metrics and proactively seek out new and improved data/mechanisms for visibility, ensuring your roadmap stays aligned with organization objectives
- Work closely with cross functional teams to gather requirements, articulate new product experiences, and gain alignment from key stakeholders
- Maintain professional and technical knowledge by tracking emerging trends in each function
- Attend educational workshops, review professional publications, establish personal networks, benchmark state-of-the-art practices and participate in professional societies
- Be responsible for finance and budgets for Customer Service
- Have overall accountability of initiatives and goals for each function
- Drive customer experience innovations and foster a culture of excellence
- Embrace and uphold Audible People Principles into the entire group
ABOUT AUDIBLE
Audible is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. Our Hub+Home hybrid workplace model gives employees the flexibility between gathering in a common office space (work from hub) and remote work (work from home). For more information, please visit adbl.co/hybrid.
We are open to hiring candidates to work out of one of the following locations:
Newark, NJ, USA
Basic Qualifications
- Bachelor's Degree
- 8+ years of experience leading a Global Customer Service organization
- Experience in a strategic leadership position managing diverse Customer Service functions
- Experience leading workforce or workflow management teams in a complex, multi-skill call center
- Analytical experience building and analyzing models using various statistical tools
- Project management experience and ability to drive priorities / results
- International Experience
- 8+ years of experience leading a Global Customer Service organization
- Experience in a strategic leadership position managing diverse Customer Service functions
- Experience leading workforce or workflow management teams in a complex, multi-skill call center
- Analytical experience building and analyzing models using various statistical tools
- Project management experience and ability to drive priorities / results
- International Experience
Preferred Qualifications
- 10+ years of related people management experience
- Master's Degree from an accredited university
- Passionate about people and customers; you believe that a service can only be as good as its customers believe it to be
Amazon is committed to a diverse and inclusive workplace. Amazon 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.
- Master's Degree from an accredited university
- Passionate about people and customers; you believe that a service can only be as good as its customers believe it to be
Amazon is committed to a diverse and inclusive workplace. Amazon 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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Audible Sound Bites with Lauren Estrada Lauren Estrada is a Senior Product Manager at Audible. After joining in 2019, she was promoted in 2022 to lead global expansion initiatives, accelerating Audible's growth by delivering exceptional customer experiences worldwide.
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Audible Sound Bites with Nicolas Sotomayor Nicolas Sotomayor is an Associate Manager, Creative Development on our Content team. He joined us in November 2020 as a Production Coordinator for our studios in Newark, NJ, and has since relocated to our Culver City (Los Angeles), CA hub to work on Audible’s podcast offering for customers. We love that he brings his background in meditation and wellness to work as well—he even hosts sound baths for his teammates!
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Audible Sound Bites with Sue Qiu Competitive Intel Analyst, Sue Qiu recently sat down with us to discuss her work, career journey and what she loves about Audible's culture and mission.
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Get to Know Jeremy Strauser, Audible’s Head of Apps and Engagement Meet Jeremy Strauser, Head of Apps and Engagement on Audible’s Product and Insights team. Jeremy joined Audible in 2018 and transitioned into his current role in 2021, where he leads a team of product managers focused on maintaining and enhancing our in-app experience. Whenever a customer uses a feature on the Audible app, Jeremy and his team have had a part in it.
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Audible Sound Bites with Montez Flenoury Montez Flenoury is a talent manager for Audible’s talent and casting department. He joined our company just over two years ago to help ensure that we cast some of the most exciting talent out there, and then make sure they have a best-in-class experience working with us.
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Audible Sound Bites with Yuchen Xie Yuchen Xie is a Data Scientist on our Global Insights and Data Science team, helping Audible tailor content recommendations to listeners based on what they’ve looked for and loved.
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Audible Sound Bites with Sachi Angle Sachi Angle is a Product Manager working on a tech team that’s focused on the intersection of AI, data and platform. She’s excited about the possibilities that the rapidly evolving field of AI has to offer our customers as her team develops new features to make their Audible experience even better.
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Audible Sound Bites with Emma Nguyen Emma started as a tech intern with Audible while she was in college, where she says she had “one of the best summers in my life.” She accepted a full-time offer in 2020 as a software development engineer. Now Emma is an SDE II on the Audible on Alexa Quality Assurance team. Here’s why she loves working at Audible.
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Audible Sound Bites with Oluwaleke Aina Oluwaleke Aina is a Software Development Engineer working on the voice-controlled Audible experience on Alexa. Since joining us in 2018, he has been able to deepen his technological knowledge and abilities, all while working in a supportive, collaborative culture.
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Audible Sound Bites with Erika Alemany Erika Alemany, Manager, Ops & Program Management shares what makes her Audible experience so special, and how our People Principles inspire and empower her work.
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BEN@ Audible - Black History Month 2023 “There’s so much to be excited about!” Shanita Dyer, a Customer Care Team Lead, shares how Audible and our Black Employees Network are honoring Black History Month.
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Our People Principles - Articulate The Possible & Move Fast To Make It… Audible’s People Principles truly guide the way we work and are visible in everything we do. Hear from Audible employees on how they exemplify our People Principles and use “Articulate The Possible & Move Fast To Make It Real” in their daily work.
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Tanya Kravstov on Building Your Team and Networking “I joined Audible 7 years ago, and at that time I was a team of one.” Tanya Kravtsov , Head of Quality Assurance and Co-Lead of the Women in Technology Impact Group, shares her advice on building a career, networking, and starting a team from scratch.
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Audible Celebrates LGBTQIA+ Stories from New York to London to Mumbai “There is a great and profound difference between being accepted and being celebrated, and in an environment like Audible, the latter is truly felt during events such as this.”
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Audible CFO Cynthia Chu Has Never Been Averse to Taking Risks Cynthia Chu says that being the CFO of Audible has let her “grow my responsibilities in unexpected ways.” Since she joined Audible in 2015 her role has expanded.
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My'chal Wilkins Activates Caring in Newark My'chal Wilkins is a perfect embodiment of our People Principle for Activate Caring. He focuses on caring and developing his coworkers and improving his community.
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Audible Launches “Next Chapter” Returnship Program At Audible, when we talk about building a talent pipeline, we always include caregiving in the conversation.
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Brad Maglinger Helps Create Campaigns that Spark Conversation Brad Maglinger serves as Audible’s SVP, Head of Growth and Product Marketing. He joined us in 2021 to help drive customer experience and marketing, leveraging his extensive background with renowned global brands. At Audible, he guides teams tasked with creating campaigns that inform customers about new content and features—in ways that get them as excited as we are.
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Rachel Ghiazza Loves Stories that Help Us Understand Each Other Under Rachel Ghiazza’s leadership, Audible’s original content slate has expanded rapidly, encompassing distinctive collaborations with celebrities and icons, and offering listeners even more to love.
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Our Chief People Officer Anne Erni on Building Inclusion and Access After launching programs designed to support more women to work on Wall Street, Anne Erni joined her mission to Audible’s, helping us deepen and extend our workplace culture of Spectrum and Belonging across our hubs worldwide.
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Michele Moncrieffe on Audible Pride “There are so many allies at Audible that I've had the pleasure of getting to work with and getting to know.“Michele Moncrieffe, Associate Manager Content Lifecycle, shares about her experience being a member of Audible PRIDE, the importance of impact groups and advice on allyship.
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How Tom McKenna Leads a Global Marketing Team in Delighting New Listeners Tom McKenna, SVP, Global Media and Marketing Operations, leads Audible teams around the world in finding inventive ways to reach and delight customers. He shares the leadership values that guide him, favorite listens, and why your team’s trust matters.
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Leanne Cartwright-Bradford is Helping Audible Make a Splash in Asia-Pacific As Head of Asia-Pacific, Leanne Cartwright-Bradford has overseen many exciting milestones as we create and produce more multilingual content that spans cultures and countries.
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Audible’s CTO Tim Martin Has His Eye on What’s Next Tim Martin joined Audible in 2014, and stepped into the role of Chief Technology Officer in 2020—a year that presented unique challenges.
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Meet Stephanie, an SDE energized by how much customers love our product “I am super excited to be working on a customer-facing team; it’s nice to point to an experience on Alexa and say, ‘I worked on that!” says Stephanie Diaz, software development engineer at Audible.
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Audible Sound Bites with Franki De La Vega Coming from a background in theater, Franki De La Vega was drawn to the exciting developments in audio entertainment and now helps to bring Audible Theater productions to the stage as well as households and headphones around the world. Here she pulls back the curtain on what it’s like to work at Audible.
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Audible Sound Bites with Jane Li Jane Li, an SDE II, leads a front-end team at Audible, crafting exceptional web experiences. Based in Utah, she works remotely to support her husband's medical school journey. Collaborating with product and design teams, Jane implements customer-centric features, ensuring an optimal experience.
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Audible Sound Bites with Janine Jansen Janine Jansen works as a Mobile Growth Marketing Manager on our APAC Performance Marketing team, focusing on reaching potential Audible customers in India, Japan, and Australia. Based out of our Sydney hub, she studies all the possible ways to get more people excited about Audible.
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Amazon Coding Sample This video dives into a coding example and how candidates should approach, analyze and solve such problems when interviewing at Amazon.
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Amazon System Design Preparation This video tackles a system design example question and how candidates should approach, analyze and solve such technical questions.
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Learn more about Audible's focus on Spectrum & Belonging We create a meaningful work experience that celebrates the glories of the human spectrum. Spectrum and Belonging (S&B) goes beyond compliance and embraces our collective desire to fully embrace what it means to celebrate all of our differences and to be heard.
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These return-to-work programs could help moms reenter the workforce Hear from Anne Erni, our Chief People Officer, as she shares how Audible’s “Next Chapter” Returnship Program supports caregivers returning to the workforce. Read how we're aiming to level the playing field via CNN.
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How I Grew as a Product Manager at a Company That Helps People Reach ‘Their Full Potential’ Myriam Kruse shares how she started her career in product management through “a series of intentional decisions and happy accidents.”
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This UX Designer Helps to Make Audible More Accessible for All Growing up, Lisa Del Monte saw how much technology would have helped their grandfather, and it inspired them to make a difference in people’s lives. Now they lead Audible’s UX accessibility efforts, helping customers to connect with cherished stories.
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Audible’s Leaders are Creating a Next Chapter Returnship Program That’s a Catalyst for Change Michael Masiello, Senior VP of Software Development, and Supriya Mimani, Director of HR Projects (Talent and Diversity, Equity & Inclusion) discuss the launch and success of Audible’s Next Chapter Returnship program.
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Keeping Systems Safe & Secure with Continuous Integration On February 3, 2022, PowerToFly hosted an esteemed panel of Audible's women leaders to share how using continuous integration can keep systems safe and secure. This networking and hiring event attracted software engineers interested in various opportunities at Audible.
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Hub+Home: Reimagining the Future of Work at Audible As vaccinations make it possible to return to something ‘closer to normal,’ what will the future of work at Audible look like?
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‘Uniqueness Is Celebrated’: Exploring This Company’s Culture of Care While it was Sally Sarpong’s love of books that initially drew her to Audible, it’s Audible’s people-first culture that has kept her there for nearly seven years.
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Abby West Works to Amplify Stories from Across the Human Spectrum Abby West is helping to create a new frontier in audio entertainment. After spending several years in print and digital journalism, she joined Audible as an editor in 2017, and in 2018, she co-founded the Black Employee Network (BEN), one of Audible’s employee-led impact groups.
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Audible Announces Artists for First Phase of Newark Artist Collaboration Audible today announced the artists selected for the first phase of the Newark Artist Collaboration, a program created to amplify the work of Newark-based artists and encourage local investment in Newark’s creative community.
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Technical Interview Advice Meet Veena, one of our Technical Recruiters, as she shares tips to help you prepare for your technical interview and why she joined the Audible team.
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LinkedIn Top Companies 2022: Media & Entertainment We're proud to be recognized in LinkedIn's List of #LinkedInTopCompanies in Media & Entertainment for 2022.
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Audible Named Among 100 Best Workplaces for Innovators by Fast Company We’re proud to be recognized as a place where inventive minds and diverse experiences are valued, and where employees are actively encouraged to use their ideas and talents to improve our customers’ lives.
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Audible Wins 2021 Digiday Worklife Award This year’s Worklife Awards winners capture responses and new directions, and exemplify how companies worked to adapt to these changes and more. The organizations the judges have selected adjusted to a series of new norms across 2021...
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How He Built This: Don Katz on the Amazing Story of Audible’s Founding The interview offers a behind-the-scenes glimpse into the challenges that Katz and the Audible team faced as they pioneered an entertainment category, starting with his struggle to gather support for his vision.
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Study Shows Nearly Half of Kids are Listening to Audiobooks and Podcasts There’s nothing like getting swept up in a great story, and at Audible we're proud to be doing the work that brings these stories to life for listeners across all geographies and ages.
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Audible wins WorkLife 50 award by Digiday We're proud to be recognized by Digiday as a WorkLife50 award winner! From professional development and tuition reimbursement programs, to flexible work and Audible Wellness initiatives, like weekly meditations and consultations with dietitians and clinical psychologists; we’re thrilled to be recognized as an employer who prioritizes employee's well-being and Work-Life Balance.
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Sailaja Sikharam: From Engineer to Head of Content and Royalty Systems Sailaja Sikharam joined us in 2005 as a software development engineer, back when our offices were located in Wayne, New Jersey. Over the last two decades, as Audible’s content, services, employees, and global customer base have grown, Sikharam has grown with us, taking on expanded management and directorial roles.
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How Sabrina Crespo Helps Audible Keep Pace with Our Global Growth When Sabrina Crespo joined Audible in 2016, she was immediately tasked with a daunting project—in fact, heading up a major transformation. She would be responsible for scaling Audible’s human resources’ technology, immigration, and operations, which had been combined into one centralized team, People and Places, to keep pace with employee growth. “I thrive on taking ambiguity, chaos and a blank slate, and then creating order and a foundation to build upon,” Crespo says.
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Audible Sound Bites with Dominic Morgan Dominic Morgan is an Associate Director of Data Product Management on our Product & Insights team. His team focuses on providing various other teams at Audible with the right tools for analyzing data, and helping them use that information to make decisions and design solutions that delight our customers. He’s also part of our employee-led impact group, Unidos, which works to amplify the voices of our Latino and Hispanic employees, content creators, and community.
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Audible’s Razwan Karamat Ali Believes Finance Tells a Story of its Own It might sound obvious that our Head of Global Finance and Accounting, Razwan Karamat Ali, has always been a “numbers guy,” but his passion goes beyond that, to the story the numbers tell. A certified public accountant (CPA), Ali joined Audible in 2016 as VP, Head of Global Financial Planning & Analysis, and since then, his team has grown considerably, becoming, as Ali says, “a truly global finance organization with one team mentality,” with scaled automated tools and standardized processes that support Audible’s worldwide operations and help drive business decisions.
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Audible Sound Bites with Christopher Omachi Christopher Omachi is an Associate Director, Business Development. He started as a contractor on our Content Marketing team, working in part with Business Development, so after a few months, when a full-time role opened up on that team, he was a great fit. He splits his time working remotely and commuting from Brooklyn to our Newark headquarters as he finds ways to reach new listeners and introduce them to Audible.
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Audible Sound Bites with Veronica Perez Verónica Pérez is an Associate Director of Lifecycle Performance for Audible’s EU service. She joined us in 2019 to help launch our service for Spain after falling in love with listening to Audible. Working out of Madrid, she’s discovering ways to continually delight listeners throughout Europe.
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Audible Sound Bites with Patricia Burgos As Audible’s Director, Global Paid Media, Patricia Burgos is helping future customers around the world discover Audible. She joined us in 2018, coming from a career in marketing leadership at major media companies. Patricia also helped found our employee-led impact group Unidos, which works to amplify the voices of our Latino and Hispanic employees, content creators, and community.
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Audible Sound Bites with Rhonda Adams Medina As Audible’s Head of Business Affairs, Rhonda Adams-Medina heads up a team that helps facilitate the complex deals that enable us to acquire, develop and produce exciting original entertainment. And whenever an Audible Original is adapted for film or TV, her team manages those deals, too. The Harvard Law graduate came to us in 2022 with 25 impressive years of experience advising and securing deals for major entertainment companies.
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Raphael Cailloux Finds Inspiration and Beauty in Data Science Cailloux, who was born in Paris, is drawn to the Zen way of thinking about things, even numbers. When he first joined Audible, in 2015 at our Berlin hub, he was managing data science for our service in the EU, with a team of one data scientist. Now he oversees a worldwide team of about 75 employees who are helping our business make strong, data-driven choices in order to continuously evolve Audible’s offering and surpass our customer’s expectations.
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Bernard Thomas Leads Audible’s Global Customer Support with Compassion We may be biased, but we believe Audible’s customer support is really something special. Led by Bernard Thomas, Head of Global Support Operations, the team is motivated by a genuine love of helping people. This is apparent in the way our customer support representatives regularly form bonds with listeners and each other, embodying the culture of care we have worked to build and strengthen over the years.
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Audible’s Head of UX Design Sandy Fershee Finds Inspiration Everywhere Sandy Fershee is the embodiment of Audible’s People Principle “Study and Draw Inspiration From Culture and Technology,” deriving lessons, insight, and ideas from all around her, then applying them to her user-focused design ethos. She shares about this, as well as her hunger to see and experience the world, its people, cuisines and dances, and the value she finds in being an introvert.
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Audible Sound Bites with Jessica Johnson Gale Jessica Johnson Gale is an Operations Manager on Audible’s User Experience Research team (UXR). She joined us in 2018 as a contractor and quickly realized how much Audible’s impact work (and our commitment to her beloved hometown of Newark) aligned with her own values. Now a full-time employee, she has been helping our Product and Insights org study and analyze our customers’ experiences so we can continue delighting and surprising them.
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Audible Unveils New Artworks in Phase Three of Newark Artist Collaboration Audible proudly announced a new series of public artworks in Newark as the third phase of the Newark Artist Collaboration, its program amplifying the work of local artists and encouraging investment in Newark’s creative community. This phase of the collaboration, which first launched in 2021, builds around the recently erected monument of Harriet Tubman, Shadow of a Face, by Nina Cooke John, and amplifies underrepresented voices through the power of storytelling.
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Audible Sound Bites with Nic Dacre Nic Dacre is a Production Coordinator for Audible UK’s Production and Studios team. Based out of our London hub, he works closely with our in-house director and producers, and our external production partners, to ensure UK podcast production milestones are met. As part of Audible’s community impact work, Nic has also taught storytelling and podcast-production sessions for young incarcerated adults. Get to know more about him and the team here!
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Audible’s Top Moments from 2023 In 2023, Audible created blockbuster global content, secured exclusive production deals, celebrated Audible Theater's fifth anniversary, expanded our hubs and community engagement worldwide, prioritized employee well-being, and earned widespread acclaim and awards.
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Sophie Plateau on Women@ at Audible “If people want to be better allies in the workplace, it's so important that they listen, that they learn, and that they take action if necessary.” Hear from Sophie Plateau, Manager of Global Community Impact, on the importance of Impact Groups and how groups like Women@ provide a space for women and allies alike.
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Audible’s Artist Collaboration Goes Global In 2021, Audible launched the Newark Artist Collaboration (NAC) to offer ongoing opportunities to local artists and to encourage investment in the city’s creative economy. Now, with planning underway for the next phases of NAC, new collaborations have taken off in London and Berlin.
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Identity School of Acting Participates in Voice Acting Module at Audible’s London Studios Hear about the impact Audible’s collaboration with the Identity School of Acting is having on the next generation of performers in the UK.
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Audible and Amazon MGM Studios Announce Podcast Slate in Series Development Audible and Amazon MGM Studios, a leading entertainment company focused on the production and global distribution of film and television content, unveiled plans to co-develop and co-produce an impressive slate of Audible Originals as series in development.
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Audible Unveils New Studio in the Heart of Berlin Audible has a new studio in the heart of Berlin! The studio’s four state-of-the-art recording spaces, including a multi-cast recording studio and recording booths fit for podcast recording or solo narration, will enable us to create immersive audio stories featuring Germany’s top creative talent and inspire more listeners than ever before.
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Building Relationships with Our Community in Cambridge To define their community strategy, Audible leaders in Cambridge turned to our Activate Caring People Principle. “We’ve always been really excited about Activate Caring as a mission; we embraced it quickly,” says Jenn Lee, Director of Software Development. “So the first thing we did was say, ‘What does it mean for us?’” They decided to focus on how the 100-plus Cambridge employees’ technical skills could make the greatest impact. As an office of mostly engineers, “We decided to give back leveraging our technical strengths.”
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Speaking to an Identity - Audible and The Loop Lab 2023 Audible and The Loop Lab collaborated on a series of short films to shine a light on the challenges that many are facing in the City of Cambridge (and beyond). This video showcases ESL students as they share about their experience in the public school system.
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Audible Sound Bites with Jeanie Pierre
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Stories of Black Liberation Give Voice to Harriet Tubman Monument “Harriet Tubman’s legacy and the stories of liberation through our own community have now come to life,” says fayemi shakur, Director of Arts and Culture for the city of Newark, about Audible’s first-ever public audio installation created for Shadow of a Face, the recently erected monument of Harriet Tubman in Newark’s Harriet Tubman Square.
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Listening is at the Heart of Diana Dapito’s 20-Year Career at Audible Today, people around the world know Audible as a leading provider and producer of audio storytelling with 900,000 titles in our catalog, thousands of Originals, and millions of customers. But when Diana Dapito joined us in 2004, it was still early days for digitizing audiobooks, magazines, speeches, and more, so people could carry and access them on portable devices. Dapito’s first role involved adding a handful of new titles to the catalog each week.
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Audible Sound Bites with Michael Steinkrauss Michael Steinkrauss is a Director of Quality Assurance at Audible, leading teams who are helping to ensure Audible’s service and features are not only meeting, but exceeding our customers’ expectations. Based in our hub in Cambridge, Massachusetts, he also helps direct our impact activities in the community, manages our internship program there, and mentors others at Audible and Amazon.
