Amazon · 1 month ago
Program Manager, Customer Service Center of Excellence (CoE)
Newark, New Jersey, USA
Full-time
Onsite
Mid Level
$52K/yr - $95K/yr
3+ years expAudible, Inc. is a leading producer and provider of audio storytelling, seeking a Program Manager for their Customer Service Center of Excellence. In this role, you will manage customer experience projects and collaborate with multiple teams to enhance service quality and operational efficiency, impacting millions of users globally.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
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
Qualification
Required
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
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)
Benefits
Equity
Sign-on payments
Full range of medical, financial, and/or other benefits
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10001+ employees
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Werner Vogels
VP & CTO
Recent News
2026-01-11
Company data provided by crunchbase