Amazon · 1 month ago
Program Manager, Customer Service Center of Excellence (CoE)
Newark, New Jersey, USA
Full-time
Onsite
Senior Level
$78K/yr - $142K/yr
5+ years expAudible is a leading producer of audio storytelling, seeking a Program Manager to drive customer experience excellence. The role involves managing complex programs, collaborating with cross-functional teams, and implementing AI strategies to enhance customer service delivery.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
Responsibilities
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 Audible's global customer service organization
Manage the complete lifecycle of complex, cross-functional initiatives from concept through delivery, measurement, and iteration—negotiating 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 sustainability
Qualification
Required
6+ years of program or project management experience, or a Bachelor's 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
Preferred
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 organizations
Benefits
Equity
Sign-on payments
Medical
Financial
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
2026-01-14
2026-01-14
2026-01-14
Company data provided by crunchbase