Program Manager,
Share
Job Location:
Newark, DE - USA
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
ABOUT THIS ROLE
As a Program Manager youll manage a small number of established programs that support customer experience excellence across sectors such as Quality Intelligence Learning & Development Self-Service Enablement Knowledge Management and Voice of Customer insights.
ABOUT YOU
Youll work cross-functionally with Customer Service leads and partner teams to drive projects that turn customer insights into measurable improvements. Youll work on customer experience initiatives that impact millions of Audible users worldwide collaborating with stakeholders across Audible and Amazon to deliver world-class customer service.
As a Program Manager you will...
- 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 Audibles 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
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.
- 3 years of program or project management experience
- 3 years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- 3 years of driving end to end delivery and communicating results to senior leadership experience
- 3 years of driving process improvements experience
- Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
- Experience building processes project management and schedules
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at NJ Newark - 81600.00 - 142800.00 USD annually
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
Free shipping on millions of items. Get the best of Shopping and Entertainment with Prime. Enjoy low prices and great deals on the largest selection of everyday essentials and other products, including fashion, home, beauty, electronics, Alexa Devices, sporting goods, toys, automotive ... View more
