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Newark, New Jersey

Senior Manager Digital Services & Support

Customer Service   |   Job ID  1849179
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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
Our Senior Manager of Digital Services and Support serves as the key strategic mind of our global knowledge management team. As owner of our content and content delivery systems, you will be instrumental in delivering the right content, to the right people, at the right time and with the right system. Bringing strategic and tactical skills, you will work with business leaders, end-users, and content developers to create solutions that are impactful and scalable across multiple marketplaces.

The Senior Manger will use a combination of data analysis, user research, benchmarking, and content audits to make content decisions and orchestrate content development. With two distinct customers – our internal frontline representatives and our external Audible members - you will perform deep content analysis looking for opportunities to improve the end-user experience through highly consumable content. You will also continue to push the limits of the digital service space by finding new technologies and iterating on the tools the team current possesses.

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 Agile and have a Bias for Action. You prioritize quick actions with frequent reassessment and adaptation of plans and live by the motto of “progress not perfection.”

As a Senior Manager Digital Services & Support, you will...
· Demonstrate a product-based mindset to deliver value for our customers – prioritizing continuous evolution, data-driven decisions, and customer delight. Frame and socialize the product vision for our customer facing help center and knowledge strategy. Define key product KPI’s and improve them through a transparent product roadmap of technology and content updates. Maintain and prioritize our project backlog and create strategy documents, project plans and project requirements as needed. Dive deep into every business process and question status quo to improve quality, cost, or time opportunities.
· Own the performance and enhancement of our help center tools (Salesforce) and internal knowledge center platforms. Explore internal Amazon and external third-party tools to identify and implement the best solutions for Audible to reduce operational inefficiencies and provide better experiences for representatives and customers.
· Establish and oversee knowledge governance and lifecycle management activities for the global knowledge management team. This ensures content is up to date, unique (no redundancies), reusable, and adhering to set standards by our team of dedicated coordinators.
· Lead, train, and inspire knowledge management coordinators to deliver their best work in support of business goals. Lead by example and use your superior writing skills and extraordinary attention to detail to evaluate, uphold, implement, and evangelize content standards.
· Lead and create experiments with multi-media content to ensure we are servicing our customers in a modern and delightful manner. Own our overall strategy on how content is delivered and which channel yields the best results. Definite, execute, evaluate and launch experiments to maximize customer and business value.
· Own the cataloging and creation of overall team documentation. Apply the same design and management principles with our external content to our internal team.
· Develop relationships with knowledge and content management specialists across the Amazon network to share best practices and gather inspiration. Create the ideal dissemination of Audible reference materials and content to other relevant business partners.

BASIC QUALIFICATIONS

· Experience owning program strategy and end-to-end delivery.
· Experience implementing repeatable processes and driving automation or standardization.
· Experience working with a global team.
· Experience using data and metrics to measure and drive improvements.
· 2+ years of content strategy experience.
· Experience supporting global teams.

PREFERRED QUALIFICATIONS

· Strong interpersonal skills and the ability to build partnerships with key stakeholders.
· Ability to lead, teach and develop teams to deliver key organizational goals.
· Ability to handle changing priorities and use good judgment when working in stressful situations.
· Ability to work in a fast-paced environment where continuous innovation is desired.
· Self-starter capable of taking initiative and working with minimal direction.
· Exceptional collaboration, and communication skills.
· Superior writing skills.
· 5+ years content strategy experience.
· Experience working in a business that is subscription-driven and/or focused on digital content (e.g. videos, games, apps, and/or music).
· Experience working in an organization focused on customer experience, preferably Customer Service.
· Experience creating and maintaining Wikis.
· Experience with DITA and XML .
· Experience with Salesforce Service Cloud and Communities.
· KM Institute certification or similar credential.

ABOUT AUDIBLE
At Audible, we innovate and inspire through the power of voice. We're changing the narrative on storytelling. As a leading producer and provider of original spoken-word entertainment and audiobooks, 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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