Program Manager, Customer Service Center of Excellence (CoE)

Amazon•Newark, NJ

27d

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'll manage a small number of established programs that support customer experience excellence across sectors such as Quality Intelligence, Learning & Development, Self-Service Enablement, Knowledge Management, and Voice of Customer insights. ABOUT YOU You'll work cross-functionally with Customer Service leads and partner teams to drive projects that turn customer insights into measurable improvements. You'll work on customer experience initiatives that impact millions of Audible users worldwide, collaborating with stakeholders across Audible and Amazon to deliver world-class customer service.

Requirements

3+ years of program or project management experience
Drive data-informed decisions using analytics, metrics, and customer insights to shape strategy and measure impact
Experience working cross-functionally with technical teams (Product, Engineering, Data Science) and business stakeholders to deliver complex initiatives
Stakeholder management skills, with ability to influence without authority and present to Customer Service managers
Customer-obsessed mindset with passion for understanding customer behavior and removing friction from experiences

Nice To Haves

Proficiency with data analysis and visualization tools such as SQL, Tableau, QuickSight, Adobe Analytics, or similar platforms
Implementing AI/ML capabilities in customer service contexts (chatbots, content recommendations, predictive analytics, automation)
Familiarity with customer service operations including contact center metrics (AHT, FCR, CSAT, deflection), quality management, or training programs
Knowledge of Salesforce, Amazon Connect, or similar CRM/contact center platforms
Experience supporting global/international programs with ability to navigate cultural nuances and regional differences
PMP, Scrum Master, or Six Sigma Certification (or equivalent process improvement methodology experience)

Responsibilities

Manage Cross-Functional Customer Experience Projects, ensuring alignment across stakeholders and timely results and track program effectiveness and report key metrics, providing insights to guide decisions and priorities
Support initiatives across CoE functions including Quality Intelligence, Learning & Development, Self-Service Enablement, Knowledge Management, and Voice of Customer insights
Assess data, customer feedback, and metrics to identify opportunities for optimization and improvement
Implement and optimize existing frameworks that improve customer experience and operational efficiency across Audible's customer service organization
Collaborate with CS functional leads to ensure alignment with Quality, Learning, Self-Service, Knowledge Management, and VoC objectives
Work with Customer Service Operations and partner teams to deliver initiatives and scale solutions
Own end-to-end program delivery - including scope definition, resource planning, risk management, stakeholder communication, change management, creating scalable documentation, playbooks, and processes
Identify blockers proactively, escalating appropriately, and driving rapid resolution to keep initiatives on track