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.

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.

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.