Program Manager, Customer Service Center Of Excellence (coe)

Program Manager

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.

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.

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.

As a Program Manager, you will:

• 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

Audible is the leading producer and provider of audio storytelling. We spark listeners' imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.

Basic Qualifications:

• 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

Preferred Qualifications:

• 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)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $51,700/year in our lowest geographic market up to $94,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. 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.