Program Manager, Customer Service Center of Excellence (CoE)
Technology, Product & Customer Experience | Job ID 3139702Job Summary
ABOUT THIS ROLE
As a Program Manager you'll manage a small number of established programs that support customer experience excellence across sectors such as Quality Intelligence, Learning & Development, Self-Service Enablement, Knowledge Management, and Voice of Customer insights.
ABOUT YOU
You'll work cross-functionally with Customer Service leads and partner teams to drive projects that turn customer insights into measurable improvements. You'll work on customer experience initiatives that impact millions of Audible users worldwide, collaborating with stakeholders across Audible and Amazon to deliver world-class customer service.
As a Program Manager, you will...
- Manage Cross-Functional Customer Experience Projects, ensuring alignment across stakeholders and timely results and track program effectiveness and report key metrics, providing insights to guide decisions and priorities
- Support initiatives across CoE functions including Quality Intelligence, Learning & Development, Self-Service Enablement, Knowledge Management, and Voice of Customer insights
- Assess data, customer feedback, and metrics to identify opportunities for optimization and improvement
- Implement and optimize existing frameworks that improve customer experience and operational efficiency across Audible's customer service organization
- Collaborate with CS functional leads to ensure alignment with Quality, Learning, Self-Service, Knowledge Management, and VoC objectives
- Work with Customer Service Operations and partner teams to deliver initiatives and scale solutions
- Own end-to-end program delivery - including scope definition, resource planning, risk management, stakeholder communication, change management, creating scalable documentation, playbooks, and processes
- Identify blockers proactively, escalating appropriately, and driving rapid resolution to keep initiatives on track
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. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.
Basic Qualifications
- Drive data-informed decisions using analytics, metrics, and customer insights to shape strategy and measure impact
- Experience working cross-functionally with technical teams (Product, Engineering, Data Science) and business stakeholders to deliver complex initiatives
- Stakeholder management skills, with ability to influence without authority and present to Customer Service managers
- Customer-obsessed mindset with passion for understanding customer behavior and removing friction from experiences
Preferred Qualifications
- Implementing AI/ML capabilities in customer service contexts (chatbots, content recommendations, predictive analytics, automation)
- Familiarity with customer service operations including contact center metrics (AHT, FCR, CSAT, deflection), quality management, or training programs
- Knowledge of Salesforce, Amazon Connect, or similar CRM/contact center platforms
- Experience supporting global/international programs with ability to navigate cultural nuances and regional differences
- PMP, Scrum Master, or Six Sigma Certification (or equivalent process improvement methodology experience)
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $51,700/year in our lowest geographic market up to $94,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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Audible Success Profile
Audible is built on a strong foundation as an Amazon subsidiary, so you’ll get to leverage all of Amazon's technologies while still being on a small team with an entrepreneurial spirit. We’re looking for someone who knows how to use data to provide our customers with engaging and inspiring experiences.
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- Curious You are open to others’ perspectives and ideas. When faced with challenges, you stay inquisitive, collaborating and testing different approaches.
- Imaginative You imagine freely and support your colleagues’ own imagining. You ask “What if…?” and employ original thinking in your work.
- Customer Centric You are passionate about creating delightful experiences. Whether you’re working with creators, customers, or colleagues you aim to exceed their expectations in every way.
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- Inventive You express ideas and navigate complex and ambiguous situations in novel ways, even creating new paradigms or structures for others to follow.
- Socially Conscious You’re mindful of the impact we have on each other and apply empathy into your work with colleagues, communities, and customers.
- Effective Communicator By adapting complex information for your audience, you’re able to foster collaboration and have a positive impact on outcomes
Life at Audible: Software Development Manager
Meet Miriam Fein-Cole, a Director of Software Development for our back-end search team and hear more about her approach to supporting team members and fostering a culture of excellence.
Life at Audible: Tech Leadership
Meet Paul Breimyer, our Cambridge hub lead and Head of Ads, Voice and Search Tech. Paul shares insights on leading global teams, fostering innovation, and creating an environment where people are excited to learn and collaborate.
Life at Audible: Software Development
Meet Alice Marbach. As a Software Development Engineer II on Audible's Android team, Alice values our innovative culture where ideas become reality. "My biggest source of inspiration at work is definitely seeing the features come to life," she shares.
What we can offer you
We are a community of brilliant minds, brimming with fresh ideas and working shoulder to shoulder to achieve greatness. And because of this, we think it’s only fair that we offer some nice little perks to everyone who goes the extra mile at Audible.
Health
Dental and vision plans, life insurance, and the medical plan options that suit individual needs.
Savings
Plan for your future with employer-matched savings accounts.
Stock
We grant our employees restricted stock units, because we want them to think and act like owners.
Time Off
We love what we do but everyone needs the opportunity to hit the refresh button. Take advantage of vacation days, sick days, and personal days to rejuvenate.
Community
We are committed to building and sustaining a diverse and inclusive culture and community. Audible’s Impact Groups encourage an environment where you can be you, and bring your whole self to work.
Amazon Discount
As part of the Amazon family, Audible employees are entitled to a discount on products on Amazon.
Learning & Development
We want to help you grow with learning and development programs, leadership training and tuition reimbursement.
Be Customer Obsessed
Imagine & Invent Before They Ask
Articulate The Possible & Move Fast To Make It Real
Study & Draw Inspiration From Culture & Technology
Activate Caring
Audible's People Principles celebrate who we are and where we've been, and guide the way we work shoulder to shoulder to enhance the lives of our millions of customers around the world. They reflect and apply to everyone who works at Audible—the entrepreneurs and operators, the dreamers and the doers, those who have worked here for 25 years and those who have arrived in the past few weeks and months.
View all Our People Principles
Community Impact
At Audible, we seek to exemplify what a company can mean beyond what it does. We recruit and cultivate local talent, and we drive forward a wide range of initiatives focused on returning Newark to its roots as a hub of innovation. Our global offices embrace the same principle, and our employees around the world volunteer and serve in their communities in addition to seeding and growing the local creative economy.
Learn more
Location Benefits
Our Newark office is at the heart of the audio revolution. We stay inspired by visiting creatives, guest speakers, professional development, and community engagement. We fuel our ideas with daily catered lunch and then take in local culture or hang out with colleagues at weekly happy hours. Getting here is easy with free parking or transit perks, and employees who move to the neighborhood enjoy our monthly Live Local housing subsidy.
Learn more
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