Program Manager, Customer Service Center of Excellence (CoE) at Amazon

At Audible we believe stories have the power to transform lives. Its why we work with some of the worlds 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 ROLEAs 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 YOUYoull assist in transforming customer service delivery as we scale globally and implement AI-first strategies to achieve significant automation and cost optimization. As a Program Manager you will...- 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 Audibles global customer service organization- Manage the complete lifecycle of complex cross-functional initiatives from concept through delivery measurement and iterationnegotiating 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 sustainabilityABOUT AUDIBLEAudible 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.Key job responsibilities- 6 years of program or project management experience or a Bachelors 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- Designing and implementing AI/ML capabilities in customer service contexts (chatbots intelligent routing content recommendations predictive analytics automation strategies)- 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- Mentoring and developing program managers and contributing to PM community development- PMP Scrum Master Six Sigma Certification (or equivalent process improvement methodology experience)- Driving adoption of new processes tools or ways of working across large organizationsAmazon 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $77500/year in our lowest geographic market up to $142100/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 This position will remain posted until filled. Applicants should apply via our internal or external career site.Required Experience:Manager Key Skills Project Management Methodology,Project / Program Management,Program Management,Management Experience,Microsoft Powerpoint,Project Management,Microsoft Project,Budgeting,DoD Experience,Leadership Experience,Supervising Experience,Contracts Employment Type : Full-Time Department / Functional Area: Customer Service Experience: years Vacancy: 1 Yearly Salary Salary: 77500 - 142100