Audible · 9 hours ago
Program Manager, Customer Service Center of Excellence (CoE)
Newark, NJ
Full-time
Onsite
Senior Level
$78K/yr - $142K/yr
5+ years expAudible is a leading producer and provider of audio storytelling, dedicated to transforming lives through stories. The Program Manager will drive the strategy and execution of complex programs aimed at enhancing customer experience and operational efficiency across various functions, while implementing AI-first strategies for significant automation and cost optimization.
AudioAudiobooksDigital EntertainmentMedia and Entertainment
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
Full range of medical, financial, and/or 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