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.

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.

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

ABOUT AUDIBLE

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
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules

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. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, NJ, Newark - 81,600.00 - 142,800.00 USD annually