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Newark, New Jersey

Senior Business Operations Manager

Customer Service   |   Job ID  2244139
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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.

The Senior Business Operations Manager reports into the Business and Operational Planning Director, Global Customer Care and will lead customer service efforts that drive value for the Audible business. As Senior Business Operations Manager, you will will own strategies that harness CS and our customer interactions to advance listening, engagement, and retention goals. You will work with internal teams and external organizations to design, implement, refine, and expand these initiatives globally.

You think at a strategic level across the organization and manage multiple workstreams, while also leveraging data to identify new opportunities and make decisions. You are able to build relationships with and influence CS teams, cross-functional teams, and external partners. 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!

As the Senior Business Operations Manager, you will..
  • Establish a vision, articulate strategies, and own a roadmap that advances global member listening, engagement, and retention goals.
  • Deep-dive into qualitative and quantitative data to identify and prioritize opportunities for CS to deliver business value.
  • Proactively imagine and develop creative solutions that elevate customer service for listeners and contribute to CS and Audible business goals.
  • Design, execute, and scale CS efforts in partnership with internal CS teams, cross-functional teams, and external partners.
  • Lead continuous improvement and development of new metrics and measurement systems in partnership with cross-functional teams.
  • Leverage metrics and data to develop, lead, and measure results to advance customer experience.
  • Provide regular updates and readouts to senior leadership about current and future body of work.


  • Strong experience using data and metrics to measure and drive improvements.
  • Experience in program or project management delivering cross-functional projects.


  • Ability to operate at a strategic-level while also managing day-to-day operational execution.
  • Structured problem-solving skills and experience testing hypotheses and refining approach.
  • Ability to work in a fast-paced environment where continuous innovation is desired.
  • Ability to influence business partners to make informed decisions and teams without direct authority.
  • Demonstrated ability to lead teams and communicate with senior leadership.
  • Self-starter capable of taking initiative and working with minimal direction.
  • Experience leading strategic developments in a call center environment focused on improving customer retention and lifetime value, and implementing programs focused on customer loyalty or advocacy.
  • Willingness to roll up their sleeves and do whatever is necessary; general manager / owner mentality.

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 meaniangful 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

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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  • Customer Service, Newark, New Jersey, United StatesRemove

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