Director, Customer Service Analytics

Amazon • Newark, NJ

16h • Onsite

About The Position

As a Senior Business Intelligence Engineer within the Customer Service Analytics team at Audible, you'll serve as a data-driven decision enabler for our Customer Service leadership team. You'll be responsible for designing, implementing, and optimizing the reporting processes that deliver critical KPIs and business insights across our organization. Working with loosely defined problems, you'll transform complex data into clear, actionable narratives. Your role will be pivotal in maintaining data governance standards while making insights readily accessible through efficient, self-service data solutions.

Requirements

• Experience with data analysis tools such as Excel, Pivot Tables, SQL, Tableau, etc.
• 7+ years equivalent relevant experience in a data driven/analytical role or 5+ years with an advanced/technical degree in Analytics, Business, Operations Research, Economics, Mathematics, Statistics, Engineering, Sciences (Political or Natural) or similar field
• Experience running projects across multiple functions with diverse stakeholder groups (cross functional, cross-geo)

Nice To Haves

• Experience supporting executive reporting and business reviews
• 2+ years prior experience in customer service analytics
• Ability to work in ambiguous situations with limited guidance
• Ability to work an adjusted or flexible schedule that meets the occasional needs of US meeting times
• Understanding of data governance principles and practices
• Track record of process improvement initiatives that enhanced data accessibility or quality
• Strong interpersonal skills with ability to build relationships

Responsibilities

• Design, implement, and optimize BI solutions that effectively track KPIs and provide insights for business reviews and executive reporting, as well as develop dashboards that enable self-serve access to data, ensuring speed, reliability, and scalability
• Break down high-level business metrics into constituent components and leading indicators that provide actionable insights for leadership as part of monthly and quarterly business reviews
• Be a proactive thought partner, anticipating leadership questions and developing analyses and visualizations that address emerging business needs
• Automate the identification of key contributing dimensions to metric variance, enabling faster root cause analysis
• Develop concise, impactful data visualizations that communicate complex trends and insights effectively to executive audiences
• Develop clear documentation that bridges technical implementation with business context, enabling both technical and non-technical stakeholders to understand reporting methodologies
• Communicate findings and insights to stakeholders in a clear, concise, and actionable manner
• Balance stakeholder requirements with technical constraints while maintaining a focus on long-term solutions
• Serve as a data governance advocate, ensuring consistency in metrics definitions and data quality
• Partner with data scientists, engineers, product managers, and business leaders to align reporting with strategic objectives
• Invest in stakeholder relationships that build trust and enable insights to influence business decision-making

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed