Audible · 9 hours ago
Program Manager, Customer Service Center of Excellence (CoE)
Newark, NJ
Full-time
Onsite
Mid Level
$52K/yr - $95K/yr
3+ years expAudible is a leading producer and provider of audio storytelling, dedicated to transforming lives through stories. As a Program Manager, you will manage programs that enhance customer experience excellence, collaborating with various teams to implement initiatives that impact millions of users worldwide.
AudioAudiobooksDigital EntertainmentMedia and Entertainment
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
Medical
Financial
Other benefits
Company
Audible
Audible is an internet provider of spoken audio entertainment, educational programming, and information. It is a sub-organization of Amazon.
1001-5000 employees
H1B Sponsorship
Audible 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 (106)
2024 (131)
2023 (150)
2022 (168)
2021 (106)
2020 (133)
Funding
Current Stage
Public CompanyTotal Funding
$14.5MKey Investors
HV CapitalApax Partners
2008-01-31Acquired
2006-10-05Post Ipo Equity
2004-08-01Post Ipo Equity
Leadership Team
Don Katz
Co-Founder & CEO
Bradley Allen Maglinger
SVP, Global Growth and Product Marketing
Recent News
Portugal News
2025-12-22
2025-12-15
2025-11-22
Company data provided by crunchbase