Director, Customer Service Analytics
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Job Location:
Newark, DE - USA
Monthly Salary:
Not Disclosed
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
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
As a Senior Business Intelligence Engineer within the Customer Service Analytics team at Audible youll serve as a data-driven decision enabler for our Customer Service leadership team. Youll be responsible for designing implementing and
optimizing the reporting processes that deliver critical KPIs and business insights across our organization. Working with loosely defined problems youll transform complex data into clear actionable narratives. Your role will be pivotal in
maintaining data governance standards while making insights readily accessible through efficient self-service data solutions.
ABOUT YOU
Youre a data storyteller who balances technical expertise with strong business acumen particularly in the world of content. You excel at working cross-
functionally translating business requirements into robust analytical frameworks. Youre naturally curious with an ability to look beyond immediate data requests to identify the underlying strategic questions that drive our Customer Service. You
thrive in ambiguous situations delivering independently with minimal guidance while continuously improving data processes. Your communication skills are exceptional allowing you to distill complex analyses into compelling insights for both technical and executive audiences. You establish strong relationships with your stakeholders that earn trust and influence decision-making.
As a Senior Business Intelligence Engineer you will...
- Design implement and optimize BI solutions that effectively track KPIs and provide insights for business reviews and executive reporting as well as develop dashboards that enable self-serve access to data ensuring speed reliability and scalability
- Break down high-level business metrics into constituent components and leading indicators that provide actionable insights for leadership as part of monthly and quarterly business reviews
- Be a proactive thought partner anticipating leadership questions and developing analyses and visualizations that address emerging business needs
- Automate the identification of key contributing dimensions to metric variance enabling faster root cause analysis
- Develop concise impactful data visualizations that communicate complex trends and insights effectively to executive audiences
- Develop clear documentation that bridges technical implementation with business context enabling both technical and non-technical stakeholders to understand reporting methodologies
- Communicate findings and insights to stakeholders in a clear concise and actionable manner
- Balance stakeholder requirements with technical constraints while maintaining a focus on long-term solutions
- Serve as a data governance advocate ensuring consistency in metrics definitions and data quality
- Partner with data scientists engineers product managers and business leaders to align reporting with strategic objectives
- Invest in stakeholder relationships that build trust and enable insights to influence business decision-making
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.
- Experience with data analysis tools such as Excel Pivot Tables SQL Tableau etc.
- 7 years equivalent relevant experience in a data driven/analytical role or 5 years with an advanced/technical degree in Analytics Business Operations Research Economics Mathematics Statistics Engineering Sciences (Political or Natural) or similar field
- Experience running projects across multiple functions with diverse stakeholder groups (cross functional cross-geo)
- Experience supporting executive reporting and business reviews
- 2 years prior experience in customer service analytics
- Ability to work in ambiguous situations with limited guidance
- Ability to work an adjusted or flexible schedule that meets the occasional needs of US meeting times
- Understanding of data governance principles and practices
- Track record of process improvement initiatives that enhanced data accessibility or quality
- Strong interpersonal skills with ability to build relationships
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.
ABOUT THIS ROLE
As a Senior Business Intelligence Engineer within the Customer Service Analytics team at Audible youll serve as a data-driven decision enabler for our Customer Service leadership team. Youll be responsible for designing implementing and
optimizing the reporting processes that deliver critical KPIs and business insights across our organization. Working with loosely defined problems youll transform complex data into clear actionable narratives. Your role will be pivotal in
maintaining data governance standards while making insights readily accessible through efficient self-service data solutions.
ABOUT YOU
Youre a data storyteller who balances technical expertise with strong business acumen particularly in the world of content. You excel at working cross-
functionally translating business requirements into robust analytical frameworks. Youre naturally curious with an ability to look beyond immediate data requests to identify the underlying strategic questions that drive our Customer Service. You
thrive in ambiguous situations delivering independently with minimal guidance while continuously improving data processes. Your communication skills are exceptional allowing you to distill complex analyses into compelling insights for both technical and executive audiences. You establish strong relationships with your stakeholders that earn trust and influence decision-making.
As a Senior Business Intelligence Engineer you will...
- Design implement and optimize BI solutions that effectively track KPIs and provide insights for business reviews and executive reporting as well as develop dashboards that enable self-serve access to data ensuring speed reliability and scalability
- Break down high-level business metrics into constituent components and leading indicators that provide actionable insights for leadership as part of monthly and quarterly business reviews
- Be a proactive thought partner anticipating leadership questions and developing analyses and visualizations that address emerging business needs
- Automate the identification of key contributing dimensions to metric variance enabling faster root cause analysis
- Develop concise impactful data visualizations that communicate complex trends and insights effectively to executive audiences
- Develop clear documentation that bridges technical implementation with business context enabling both technical and non-technical stakeholders to understand reporting methodologies
- Communicate findings and insights to stakeholders in a clear concise and actionable manner
- Balance stakeholder requirements with technical constraints while maintaining a focus on long-term solutions
- Serve as a data governance advocate ensuring consistency in metrics definitions and data quality
- Partner with data scientists engineers product managers and business leaders to align reporting with strategic objectives
- Invest in stakeholder relationships that build trust and enable insights to influence business decision-making
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.
- Experience with data analysis tools such as Excel Pivot Tables SQL Tableau etc.
- 7 years equivalent relevant experience in a data driven/analytical role or 5 years with an advanced/technical degree in Analytics Business Operations Research Economics Mathematics Statistics Engineering Sciences (Political or Natural) or similar field
- Experience running projects across multiple functions with diverse stakeholder groups (cross functional cross-geo)
- Experience supporting executive reporting and business reviews
- 2 years prior experience in customer service analytics
- Ability to work in ambiguous situations with limited guidance
- Ability to work an adjusted or flexible schedule that meets the occasional needs of US meeting times
- Understanding of data governance principles and practices
- Track record of process improvement initiatives that enhanced data accessibility or quality
- Strong interpersonal skills with ability to build relationships
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 - 143400.00 - 194000.00 USD annually
Required Experience:
Director
About Company
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