Program Manager, Customer Service Center of Excellence (CoE)

Amazon • Newark, NJ

9d

About The Position

At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us. ABOUT THIS ROLE As a Program Manager you will drive the strategy and execution of large, complex programs that drive customer experience excellence across a number of areas including Quality Intelligence, Learning & Development, Self-Service Enablement, Knowledge Management, and Voice of Customer (VoC) insights. ABOUT YOU You'll assist in transforming customer service delivery as we scale globally and implement AI-first strategies to achieve significant automation and cost optimization.

Requirements

• 6+ years of program or project management experience, or a Bachelor's degree and 5+ years of working cross functionally with tech and non-tech teams experience
• Experience managing and delivering complex, cross-organizational programs from concept through delivery
• Experience developing program strategies and lead cross-functional teams
• Data analysis and reporting skills
• Experience with problem-solving and risk management
• Experience collaborating with multiple departments including Product, Engineering, and Operations
• Proficiency with data analysis and visualization tools such as SQL, Tableau, QuickSight, Adobe Analytics, or similar platforms; ability to design executive reporting and dashboards
• Customer service operations including contact center metrics (AHT, FCR, CSAT, NPS, deflection), quality management frameworks, learning & development programs, and knowledge management systems
• Managing global/international programs across multiple regions with ability to navigate cultural nuances, regulatory requirements, and operational complexity
• Driving adoption of new processes, tools, or ways of working across large organizations

Nice To Haves

• Designing and implementing AI/ML capabilities in customer service contexts (chatbots, intelligent routing, content recommendations, predictive analytics, automation strategies)
• Mentoring and developing program managers and contributing to PM community development
• PMP, Scrum Master, Six Sigma Certification (or equivalent process improvement methodology experience)

Responsibilities

• Work across organizations to translate customer insights into product improvements, technology roadmap priorities, and operational strategies that impact millions of Audible users worldwide.
• Define and execute large, complex programs spanning CS functions including Quality Intelligence, Learning & Development, Self-Service Enablement, Knowledge Management, and Voice of Customer insights
• Design and implement scalable frameworks and mechanisms that improve customer experience and operational efficiency across Audible's global customer service organization
• Manage the complete lifecycle of complex, cross-functional initiatives from concept through delivery, measurement, and iteration—negotiating resources, prioritizing work, and driving teams across organizations to meet challenging business goals
• Influence technology roadmap priorities and product decisions by translating customer insights and operational data into actionable recommendations for Product, Engineering, and Data Science teams
• Partner with cross-functional leaders across Product, Engineering, Data Science, Customer Service Operations, Marketing, and International teams to align on program vision, secure resources, and drive adoption of initiatives across regions and channels while managing relationships with external partners and vendors, leading solution evaluations, negotiating contracts, overseeing implementations, and driving adoption to achieve business outcomes
• Build consensus among diverse stakeholders with competing priorities, harmonizing discordant views and leading resolution of contentious issues to ensure program success and develop comprehensive measurement frameworks that quantify program impact on customer experience, operational efficiency, and business metrics
• Design and build executive dashboards and reporting mechanisms that provide visibility into program performance, customer sentiment, and ROI to inform decisions and lead experimentation strategies to validate hypotheses, test new approaches, and drive continuous improvement across the customer service ecosystem
• Negotiate resources and priorities across teams and organizations to deliver complex programs that meet challenging timelines and business objectives and proactively identify risks and dependencies before they become roadblocks; make smart trade-offs between short-term needs and long-term sustainability

Benefits

• 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 .

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees