Global Outsourcing Sr. Program Manager
Job summaryGood storytelling starts with great listening.
At Audible, that means each role and every project has our audience in mind.
Because the same people who design, develop, and deploy our products also happen to use them.
To us, that speaks volumes.
ABOUT THIS ROLEThis role reports into the Vice President of Customer Care, and will lead the critical global network of partner relationships, implement new programs, drive operational excellence, negotiate contracts, and collaborate with Audible teams to help build and grow the global third-party outsourced contact center network supporting our customers.
The role will require a very effective communicator with superior relationship building skills and a focus on customer obsession, program management experience, a passion for leading with data and continuous process improvement.
The ideal candidate will need to understand the complexities of a high growth, fast-paced, high performing and cross-functional organization, handle multiple work streams and projects while dealing with constant change, and influence a wide-array of team members and stakeholders.
The candidate will also have a strong desire to achieve results, continuously raise the bar, and effectively manage time, priorities and deliverables.
The successful candidate will draw from previous work experience in global contact center operations and business process outsourcing, and is ready to make tough data-backed decisions in a high-stakes, high-speed environment.
They are passionate about wow customer experiences, passionate about process and solutions, and love getting in the weeds on any and all issues.
ABOUT YOU You are Customer Obsessed.
You seek to deeply understand the needs of your customers, both internal and external, and strive to design and advocate for solutions that will delight them.
You are Bright.
You excel at understanding and diagnosing broken or frustrating customer experiences through qualitative and quantitative data and transforming it into compelling narratives to drive action.
You grasp new concepts quickly and are eager to learn anything that will create value.
You also easily navigate the people aspects of a complex, global organization.
You are Bold.
You are a self-starter, taking initiative to influence others and drive progress with minimal direction.
You are not afraid to challenge the status quo, applying strong business judgment to find novel solutions to problems.
You thrive in a culture of empowerment, innovation, and rapid change.
You are Passionate.
You are excited to drive existing opportunities and discover new ones.
You imbue a passion for excellence into everything you do, not only raising the bar, but also having fun along the way.
Most importantly, you can't wait to be part of a customer-centric revolution!As a Global Outsourcing Sr.
Program Manager, you will Develop and maintain strong working relationships with stakeholders at every level in the company and with Customer Service vendors to identify, analyze and solve problems.
Be deeply embedded in the hiring, training, coaching, and performance management practices at every Audible partner location.
Proactively imagine creative solutions that produce significant value-add for Audible listeners and the Audible KPIs, maximizes the potential of the global partner network, and work with cross-functional teams to scope and deliver such projects.
Continuously identify requirements for global partner network strategy and deliver value to the Audible operations via new site launches/shutdowns, effective cost management, tool enhancements, and improvements in existing processes.
Deeply acculturate the frontline and partner leadership to embody the Audible People Principles, and sustain our cultural standards of the way we speak, write, think, and act.
Lead contact center procurement activities including vendor strategy, business requirement scoping, location assessments, request for proposal administration, and pricing and contract negotiation.
Ensure vendor compliance to Amazon security and compliance standards and develop business continuity plans.
Demonstrates a product-based mindset to deliver value for our customers - prioritizing continuous evolution, data-driven decisions, and customer delight.
Support implementation activities using change management approaches and interact with staff and senior leadership to accomplish project objectives.
Proactively, anticipate, identify, and resolve challenges that may impair the organization's ability to meet its strategic, financial, and technical goals.
Regularly review metrics and proactively seek out new and improved data/mechanisms for visibility, ensuring your roadmap stays aligned with organization objectives.
Work with leadership to establish a vision, articulate strategies, and drive a roadmap to support Audible's operating plan and strategy.
Conduct all business with the highest ethical and professional standards.
Travel.
Significant international travel required (roughly 30%).
.
Estimated Salary: $20 to $28 per hour based on qualifications.
At Audible, that means each role and every project has our audience in mind.
Because the same people who design, develop, and deploy our products also happen to use them.
To us, that speaks volumes.
ABOUT THIS ROLEThis role reports into the Vice President of Customer Care, and will lead the critical global network of partner relationships, implement new programs, drive operational excellence, negotiate contracts, and collaborate with Audible teams to help build and grow the global third-party outsourced contact center network supporting our customers.
The role will require a very effective communicator with superior relationship building skills and a focus on customer obsession, program management experience, a passion for leading with data and continuous process improvement.
The ideal candidate will need to understand the complexities of a high growth, fast-paced, high performing and cross-functional organization, handle multiple work streams and projects while dealing with constant change, and influence a wide-array of team members and stakeholders.
The candidate will also have a strong desire to achieve results, continuously raise the bar, and effectively manage time, priorities and deliverables.
The successful candidate will draw from previous work experience in global contact center operations and business process outsourcing, and is ready to make tough data-backed decisions in a high-stakes, high-speed environment.
They are passionate about wow customer experiences, passionate about process and solutions, and love getting in the weeds on any and all issues.
ABOUT YOU You are Customer Obsessed.
You seek to deeply understand the needs of your customers, both internal and external, and strive to design and advocate for solutions that will delight them.
You are Bright.
You excel at understanding and diagnosing broken or frustrating customer experiences through qualitative and quantitative data and transforming it into compelling narratives to drive action.
You grasp new concepts quickly and are eager to learn anything that will create value.
You also easily navigate the people aspects of a complex, global organization.
You are Bold.
You are a self-starter, taking initiative to influence others and drive progress with minimal direction.
You are not afraid to challenge the status quo, applying strong business judgment to find novel solutions to problems.
You thrive in a culture of empowerment, innovation, and rapid change.
You are Passionate.
You are excited to drive existing opportunities and discover new ones.
You imbue a passion for excellence into everything you do, not only raising the bar, but also having fun along the way.
Most importantly, you can't wait to be part of a customer-centric revolution!As a Global Outsourcing Sr.
Program Manager, you will Develop and maintain strong working relationships with stakeholders at every level in the company and with Customer Service vendors to identify, analyze and solve problems.
Be deeply embedded in the hiring, training, coaching, and performance management practices at every Audible partner location.
Proactively imagine creative solutions that produce significant value-add for Audible listeners and the Audible KPIs, maximizes the potential of the global partner network, and work with cross-functional teams to scope and deliver such projects.
Continuously identify requirements for global partner network strategy and deliver value to the Audible operations via new site launches/shutdowns, effective cost management, tool enhancements, and improvements in existing processes.
Deeply acculturate the frontline and partner leadership to embody the Audible People Principles, and sustain our cultural standards of the way we speak, write, think, and act.
Lead contact center procurement activities including vendor strategy, business requirement scoping, location assessments, request for proposal administration, and pricing and contract negotiation.
Ensure vendor compliance to Amazon security and compliance standards and develop business continuity plans.
Demonstrates a product-based mindset to deliver value for our customers - prioritizing continuous evolution, data-driven decisions, and customer delight.
Support implementation activities using change management approaches and interact with staff and senior leadership to accomplish project objectives.
Proactively, anticipate, identify, and resolve challenges that may impair the organization's ability to meet its strategic, financial, and technical goals.
Regularly review metrics and proactively seek out new and improved data/mechanisms for visibility, ensuring your roadmap stays aligned with organization objectives.
Work with leadership to establish a vision, articulate strategies, and drive a roadmap to support Audible's operating plan and strategy.
Conduct all business with the highest ethical and professional standards.
Travel.
Significant international travel required (roughly 30%).
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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