As Senior Director of Global Customer Service Operations, Katerina (Kat) Kakanas works to ensure that Audible listeners “feel heard, valued, and cared for” whenever they reach out to our support teams. For her, the work is about more than just managing operations; it’s about fostering a culture of kindness that reaffirms Audible as a trusted companion in people's lives. Read more to learn where she finds inspiration and support at Audible, and how she channels that into strong leadership.

What is life like at the hub you are aligned to?

I'm based at our headquarters in Newark, where I'm fortunate to be part of an organization that is deeply rooted in the community. My colleagues and I regularly grab coffee from Sweet Jeans. It's become a staple for us, and we're actively involved with local organizations like the Franciscan charities. Whether we're packing meals together or organizing coat drives, there's a real commitment here to being good neighbors, not just a corporate presence. It's the kind of workplace culture where community engagement feels genuine, not performative. We show up because we're genuinely invested in the neighborhood we work in. 

Can you share an example of a time when you received customer feedback that was meaningful to you?

The customer feedback that touches me most comes from our visually impaired customers, hearing how Audible has helped them navigate pivotal moments in their lives. To genuinely understand their needs and serve them better, we recently launched a pilot program with one of our third-party vendors: hiring visually impaired professionals—VIPs as frontline representatives.  Who better understands the accessibility challenges our customers face than people living them every day? It's easy to get caught up in metrics and operational efficiency, especially on a global scale. But customer feedback like this reminds me why the systems we build matter so deeply. Audible isn't just a platform; it's a lifeline for people who deserve to experience stories, knowledge, and connections without barriers. 

Can you share a bit about your career journey at Audible?

I joined Audible in 2018 as Director of Customer Service for our Newark hub. What began as a focused role managing one team has evolved significantly, expanding to include Quality Assurance, Learning and Development, and Global Service Support. I built new teams around advocacy and escalation and took on oversight of support for social media and Audible’s Audiobook Creation Exchange (ACX). Each addition was an opportunity to shape how we think about customer connection across different channels and functions.  

Now I oversee service support through third-party vendors across all our marketplaces, designing operational models that can scale internationally. I manage our service delivery through phone, chat, email, and social media, ensuring consistency and quality regardless of geography or channel. 

What's driven each transition is the same principle: how do we build systems and teams that genuinely serve customers while supporting the people doing that work? The pivots have been natural progressions rather than radical shifts. Each role built on what came before, expanding my perspective on what's possible when you think systemically about customer care. 

If you have had a nonlinear career journey or experienced interruptions to your career, were there any resources or supports Audible, a manager, or your colleagues provided that have helped you get where you are?

I’ve been fortunate to have strong support at Audible that made those shifts not only manageable but growth-enabling. Leaders and colleagues consistently focused on outcomes rather than face time, which allowed flexibility while maintaining high standards. I benefited from managers who invested in my development, provided candid feedback, and trusted me with increasingly complex global responsibilities, even during moments of transition.

Programs, peer networks, and communities like our employee-led Impact Group Women@ Audible also offered spaces to learn from others who had navigated similar paths and to normalize nonlinear careers. Just as important was the everyday support from teammates across regions who stepped in, collaborated, and shared knowledge generously. That combination of trust, flexibility, development opportunities, and a culture that values resilience over perfection played a significant role in helping me reach where I am today. 

How do you draw inspiration from culture and technology?  

My deepest inspiration comes from really listening to our Customer Service team members and our customers themselves. When frontline reps share what they're seeing in real conversations, when customers describe how Audible changed their lives, that's where the real insight lives. I pay close attention to those voices because they're closest to the truth of what's working and what needs to change. 

In regard to technology, I stay attuned to Amazon's technology rollouts, understanding what capabilities are emerging and how we can leverage them for our global operations. I'm constantly learning from research and from our third-party vendors who support Amazon's worldwide customer service ecosystem. They see patterns across industries. They understand what's scalable, what's sustainable, what actually moves the needle. The technology landscape is moving fast, and staying informed means staying connected to multiple sources of intelligence, not just internal, but industry wide.  

Can you describe any community impact activities you’ve participated in? What do those experiences bring to you, personally? 

I had the opportunity to help organize a retail fair celebrating Newark’s women-owned businesses. We hosted a social hour where Audible employees could meet the owners, learn their stories, and support their work directly. What struck me most was the personal connection; these weren't transactions, but genuine conversations. I got to hear first-hand about the vision, resilience, and creativity behind each business.  

It brings me a sense of purpose beyond my day-to-day work. It reminds me that community investment isn't about checking boxes; it's about showing up authentically and recognizing the talent and ambition in the neighborhood around us. 

What advice would you have for a candidate considering Audible? 

I would encourage them to see it as a rare opportunity to contribute to a mission-driven company that blends creativity, technology, and global impact. Audible is deeply focused on enriching lives through storytelling and learning, and many employees feel a strong sense of pride in the product and the customers they serve.

At the same time, the organization operates with high standards, clear accountability, and a strong emphasis on data-informed decisions, ownership, and continuous improvement. Success often comes to those who are curious, adaptable, collaborative across cultures and time zones, and motivated by meaningful challenges.

What made you choose to work at Audible, what makes you want to stay? 

I chose to join Audible in order to broaden my leadership portfolio from leading customer service in consumer product goods to operating within a global media, entertainment, and technology company. The opportunity to support a digital product used by millions worldwide, while navigating the complexities of content, technology, subscriptions, and global operations, represented both a challenge and a meaningful next chapter in my career.

What has kept me here is the ever-evolving nature of the business, which continuously presents new problems to solve, new capabilities to build, and constant opportunities to learn and grow as a leader. Equally important are the people, talented, passionate, and deeply committed colleagues who care about one another and about delivering exceptional experiences for customers. 

How do you find inspiration and support for your career, work-life balance, and/or well-being, or how do you inspire and support others? 

For more than four years, I've been part of Women@ Audible, a community of incredibly accomplished, generous women who are candid about the realities of balancing leadership, family, and personal well-being. The network creates a safe space to exchange advice and learn from different experiences and career journeys across the organization. Serving on the group’s culture and community committee has made me think more deliberately about how we create belonging at Audible.

As a leader, I support others by mentoring emerging leaders, advocating for flexibility and well-being, and creating environments where people feel safe to speak up, grow, and bring their whole selves to work. In a global, always-on role, work-life balance isn’t about perfection, but intentional choices, boundaries, and compassion for ourselves and others. 

Is there a woman (or women) whose professional career inspired your own journey?

Early in my professional career, a leader taught me that strength and vulnerability aren't opposites, they coexist. What struck me most was how openly she talked about her own growth edges. She didn't pretend to have all the answers. She asked questions. She admitted when she'd made mistakes and what she learned from them. She championed people around her without diminishing herself in the process. What she modeled for me was that leadership doesn't require perfection. It requires authenticity, curiosity, and genuine investment in people's development

She also demonstrated that taking care of your own well-being isn't selfish, it's necessary. She set boundaries. She talked about burnouts honestly. She prioritized her family without apologizing for it. She taught me that the most meaningful legacy isn't what you accomplish alone, it's what you enable for others. 

Lightning Round!

Favorite genre? Romance and self-development.

Listening from a speaker or headphones? Both.

Favorite activity while listening? Commuting and walking.

Morning person or night owl? Morning person.

Favorite snack? Peanut butter.

What is your favorite listen?

Tom Lake by Ann Patchett, narrated by Meryl Streep. It’s about a woman sharing the story of her own youth and first love with her daughters. It’s the kind of book that makes you want to call your mother or be gentler with yourself.