Associate Director Cost to Serve Programs

At Audible we believe stories have the power to transform lives. Its why we work with some of the worlds leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.

ABOUT THIS ROLE
You will coordinate Audibles costefficiency initiatives across our content delivery customer experience and operational workflows. As the Director Cost to Serve Programs you will coordinate the development of strategy and action plans to improve Audibles cost efficiency adopting Amazons broader efficiencydriving mindset and frameworks of continuously finding ways to do more with less and reinvesting savings into customer value. You will coordinate crossfunctional programs to optimize processes automate workflows enhance tooling and better allocate resources all with the goal of reducing the cost to serve our customers while delighting them with great experiences. This role requires a blend of strategic thinking handson and crossfunctional collaboration as you identify opportunities build business cases and coordinate initiatives from concept through successful implementation.

ABOUT YOU
You will work closely with Product Technology Data Science Finance Content Marketing and Customer Care teams to analyze operations and uncover efficiency opportunities. Using datadriven analysis you will pinpoint the biggest cost drivers and waste points in our digital ecosystem whether in processes distribution costs marketing effectiveness or customer operations and lead programs to address them. You will need to dive deep into metrics and processes define key costtoserve KPIs and track improvement over time.

As an Associate Director Cost to Serve Programs you will...
Coordinate a comprehensive costtoserve strategy for Audibles digital business. Define a framework for Audible building off Amazons frameworks
Programmanage or directly lead multiple cost efficiency initiatives endtoend. Scope projects define clear goals and success metrics and coordinate on initiatives that reduce costs across content delivery distribution marketing and customer operations
Identify process bottlenecks and manual work in Audibles workflows and champion solutions to invent and simplify. Work with Engineering and Product teams to build automation and tooling that streamline operations (e.g. improving tools automating repetitive tasks enhancing selfservice customer features) to reduce labor and error
Dive deep into data to uncover root causes of inefficiencies and quantify improvement opportunities. Develop models and dashboards (in partnership with Data Science/Analytics) to measure costtoserve metrics (e.g. cost per listen revenue per employee) and track the impact of initiatives. Use a datadriven approach to prioritize projects and validate savings achieved
Establish mechanisms (cadence of audits metrics reviews and best practice sharing) to widen a continuous improvement mindset. Input on team charters to encourage costconscious thinking and operational excellence. As savings are realized identify new opportunities and scale successful initiatives across departments. Over time be prepared to hire mentor and lead a small team of program managers as needed to expand the impact of costtoserve programs

ABOUT AUDIBLE
Audible is the leading producer and provider of audio storytelling. We spark listeners imaginations offering immersive cinematic experiences full of inspiration and insight to enrich our customers daily lives. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.

Bachelors Degree in Business Engineering Operations Finance or a related field
8 years of experience in program/project management operations or business strategy roles with a focus on process improvement and cost optimization
Experience driving operational improvements and delivering measurable cost savings or efficiency gains in a complex environment
Experience leading and managing large crossfunctional initiatives from ideation to completion
Experience analyzing and reengineering processes implementing automation or tooling improvements and managing change across teams

MBA in Business Operations Research Engineering or related discipline
Organizational and project management skills capable of balancing multiple projects prioritizing workstreams and meeting deadlines
Experience in a strategic planning/operations excellence role where you have led cost optimization or efficiency improvement projects for clients or business units
Experience in a digital media or subscriptionbased business and experience with the economics of content production and digital distribution or experience improving operational efficiency in growth environment
with technology and data analysis. Experience using tools such as Excel SQL or business intelligence platforms Tableau or QuickSight to selfserve data and model scenarios
Knowledge of process improvement methodologies Lean or Six Sigma and automation technologies
Experience working with AI and ML models as a customer is expected; experience in training models for specific internal use cases or experience in briefing AI and ML solutions from a business perspective

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

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