Director, Digital Service & Experience
Audible Inc.
is a media company and the category leader in spoken-word entertainment.
We are looking for an exceptionally creative, strategic leader to join us as the Director of Digital Customer Self-Service & Quality Experience, reporting to Head of Global Customer Support Operations.
This individual is passionate about building great customer experiences, thinks and acts globally, and brings new industry innovations and processes to our knowledge and service quality portfolio.
The ideal candidate will possess a strong leadership background that enables them to manage and lead multiple teams as well as demonstrated ability to think broadly and strategically about continuously improving customer experiences through deep, data-driven insights.
Specifically, they will be responsible for developing and implementing a self-service experience strategy for capturing, organizing and presenting the right information about our products and services through creative ways, at the right time, via the right medium.
The world-class experience will help our customers solve their issues and explore information relevant to their Audible experience, as well as grow community knowledge of our frontline representatives to effectively serve customers.
The individual would also recommend infrastructure and best practices for managing the information being produced throughout Audible globally.
Additional responsibilities also include driving improvements to key service metrics (i.
e.
First Contact Resolution, Positive Engagement Scores, Customer Sentiments, etc.
) and partnering with both internal and external stakeholders to affect positive change in processes, behavior, training and technology.
KEY RESPONSIBILITIES Develop, implement, and sustain a global self-service experience strategy, in measurable ways, using Knowledge Management and Usability best practices to elevate customer service experiences and reduce contacts.
Assess, develop, and implement a global knowledge management strategy and processes across all marketplaces that would allow for the sharing, accessing and preservation of knowledge for teams directly serving our customers.
Lead the development and implementation of help content strategies (i.
e.
, global governing structure of how to create, organize and categorize content, multi-directional hand off of content, SLAs, and content lifecycle) for customer facing and internal systems including discovery, planning, analysis, delivery and governance.
Be the product leader for internal and external self-service products, responsible for the overall experience, help content, and processes.
Accountable for full execution and enablement of the service quality across all marketplaces for continuous improvement of service processes.
Provide key thought leadership and influence pertaining to knowledge capture, communication and dissemination of information creating a well-informed, equipped and connected customer care organization Work closely with internal partners (like Operations, Business Intelligence, and Data Science) to identify relevant quantitative data to answer key business questions.
Champions the customers' voice to service leaders in a way that has a direct and immediate impact on service experiences, synthesizing actionable insights from our global support network into concise, high-impact research/insights.
Reconcile multiple stakeholder views, requiring awareness, respect, and the ability to reconcile cultural differences.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
is a media company and the category leader in spoken-word entertainment.
We are looking for an exceptionally creative, strategic leader to join us as the Director of Digital Customer Self-Service & Quality Experience, reporting to Head of Global Customer Support Operations.
This individual is passionate about building great customer experiences, thinks and acts globally, and brings new industry innovations and processes to our knowledge and service quality portfolio.
The ideal candidate will possess a strong leadership background that enables them to manage and lead multiple teams as well as demonstrated ability to think broadly and strategically about continuously improving customer experiences through deep, data-driven insights.
Specifically, they will be responsible for developing and implementing a self-service experience strategy for capturing, organizing and presenting the right information about our products and services through creative ways, at the right time, via the right medium.
The world-class experience will help our customers solve their issues and explore information relevant to their Audible experience, as well as grow community knowledge of our frontline representatives to effectively serve customers.
The individual would also recommend infrastructure and best practices for managing the information being produced throughout Audible globally.
Additional responsibilities also include driving improvements to key service metrics (i.
e.
First Contact Resolution, Positive Engagement Scores, Customer Sentiments, etc.
) and partnering with both internal and external stakeholders to affect positive change in processes, behavior, training and technology.
KEY RESPONSIBILITIES Develop, implement, and sustain a global self-service experience strategy, in measurable ways, using Knowledge Management and Usability best practices to elevate customer service experiences and reduce contacts.
Assess, develop, and implement a global knowledge management strategy and processes across all marketplaces that would allow for the sharing, accessing and preservation of knowledge for teams directly serving our customers.
Lead the development and implementation of help content strategies (i.
e.
, global governing structure of how to create, organize and categorize content, multi-directional hand off of content, SLAs, and content lifecycle) for customer facing and internal systems including discovery, planning, analysis, delivery and governance.
Be the product leader for internal and external self-service products, responsible for the overall experience, help content, and processes.
Accountable for full execution and enablement of the service quality across all marketplaces for continuous improvement of service processes.
Provide key thought leadership and influence pertaining to knowledge capture, communication and dissemination of information creating a well-informed, equipped and connected customer care organization Work closely with internal partners (like Operations, Business Intelligence, and Data Science) to identify relevant quantitative data to answer key business questions.
Champions the customers' voice to service leaders in a way that has a direct and immediate impact on service experiences, synthesizing actionable insights from our global support network into concise, high-impact research/insights.
Reconcile multiple stakeholder views, requiring awareness, respect, and the ability to reconcile cultural differences.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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