Senior Business Operations 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 ROLEThe Senior Business Operations Manager reports into the Business and Operational Planning Director, Global Customer Care and will lead customer service efforts that drive value for the Audible business.
As Senior Business Operations Manager, you will will own strategies that harness CS and our customer interactions to advance listening, engagement, and retention goals.
You will work with internal teams and external organizations to design, implement, refine, and expand these initiatives globally.
ABOUT YOUYou think at a strategic level across the organization and manage multiple workstreams, while also leveraging data to identify new opportunities and make decisions.
You are able to build relationships with and influence CS teams, cross-functional teams, and external partners.
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 the Senior Business Operations Manager, you will.
.
Establish a vision, articulate strategies, and own a roadmap that advances global member listening, engagement, and retention goals.
Deep-dive into qualitative and quantitative data to identify and prioritize opportunities for CS to deliver business value.
Proactively imagine and develop creative solutions that elevate customer service for listeners and contribute to CS and Audible business goals.
Design, execute, and scale CS efforts in partnership with internal CS teams, cross-functional teams, and external partners.
Lead continuous improvement and development of new metrics and measurement systems in partnership with cross-functional teams.
Leverage metrics and data to develop, lead, and measure results to advance customer experience.
Provide regular updates and readouts to senior leadership about current and future body of work.
.
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 ROLEThe Senior Business Operations Manager reports into the Business and Operational Planning Director, Global Customer Care and will lead customer service efforts that drive value for the Audible business.
As Senior Business Operations Manager, you will will own strategies that harness CS and our customer interactions to advance listening, engagement, and retention goals.
You will work with internal teams and external organizations to design, implement, refine, and expand these initiatives globally.
ABOUT YOUYou think at a strategic level across the organization and manage multiple workstreams, while also leveraging data to identify new opportunities and make decisions.
You are able to build relationships with and influence CS teams, cross-functional teams, and external partners.
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 the Senior Business Operations Manager, you will.
.
Establish a vision, articulate strategies, and own a roadmap that advances global member listening, engagement, and retention goals.
Deep-dive into qualitative and quantitative data to identify and prioritize opportunities for CS to deliver business value.
Proactively imagine and develop creative solutions that elevate customer service for listeners and contribute to CS and Audible business goals.
Design, execute, and scale CS efforts in partnership with internal CS teams, cross-functional teams, and external partners.
Lead continuous improvement and development of new metrics and measurement systems in partnership with cross-functional teams.
Leverage metrics and data to develop, lead, and measure results to advance customer experience.
Provide regular updates and readouts to senior leadership about current and future body of work.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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