Program Manager, Customer Service Center of Excellence (CoE)

Who you are

You have a proven track record in program management, with experience in driving large-scale initiatives that enhance customer service delivery. Your ability to work across various teams allows you to translate customer insights into actionable strategies that improve operational efficiency. You are adept at managing complex projects from inception to completion, ensuring that all stakeholders are aligned and informed throughout the process. Your analytical mindset enables you to measure the impact of your initiatives and iterate based on feedback. You thrive in environments that require collaboration and negotiation, and you are comfortable working with diverse teams to achieve common goals. You understand the importance of customer experience and are passionate about implementing innovative solutions that leverage technology and data.

What you'll do

In this role, you will be responsible for defining and executing programs that span multiple customer service functions, including Quality Intelligence and Knowledge Management. You will design scalable frameworks that enhance customer experience and operational efficiency across Audible's global customer service organization. Your role will involve managing the complete lifecycle of complex, cross-functional initiatives, from concept through delivery and measurement. You will collaborate with various teams to ensure that customer insights are effectively integrated into product improvements and operational strategies. As you implement AI-first strategies, you will focus on achieving significant automation and cost optimization. Your leadership will be crucial in transforming customer service delivery as Audible scales globally.

What we offer

At Amazon, we offer a comprehensive benefits package that includes medical, financial, and other perks. You will have the opportunity to work in a dynamic environment where innovation is encouraged, and your contributions will have a direct impact on millions of users worldwide. We value diverse backgrounds and experiences, and we believe that they enhance our ability to serve our customers better. Join us in our mission to empower and inspire each other as we continue to transform the way stories are shared and experienced.