Description

　　At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s 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 THE ROLE

　　Based in Sydney, we are seeking a Customer Service (CS) Operations Director who will be responsible for shaping and managing the strategy for CS operations in APAC. This person will manage the partnerships and performance of our global outsourcing (GO) vendor to ensure that we deliver exceptional and seamless experience for Audible listeners, delivering CS operational insights to business functions based on CS interactions and partnering cross-functionally to continuously action them for existing and future services. Additionally, this person will collaborate on Audible’s retention support towards business development initiatives, and customer retention goals.

　　ABOUT YOU

　　The ideal candidate will have a history of leading high-performance customer service operations teams and possess strong analytical skills to critically evaluate information gathered from multiple sources, decompose high-level information into details, and build solutions to drive productivity and scale to solve business problems. The candidate must be a strong leader, and will draw upon solid analytical, critical thinking, and problem-solving skills to effectively drive business results and collaborate with local business teams. The individual must have experience in customer service operations, customer retention, and excel at building trust and driving urgency across the organization. You must work well cross-functionally and culturally and present to senior leadership to report on progress.

　　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. Our Hub+Home hybrid workplace model gives employees the flexibility between gathering in a common office space (work from hub) and remote work (work from home). For more information, please visit adbl.co/hybrid.

　　In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. Audible is committed to a diverse and inclusive workplace. Audible is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

　　Key job responsibilities

　　As the Director, Customer Service Operations & Engagement you will...

　　Be the voice of our customers on behalf of the Audible APAC team - use customer feedback, market insights, and internal data to guide your work and uncover hidden areas of opportunity. Identify, optimize, and scale improvements that can benefit a large set of customers

　　Create and execute strategies to achieve business goals. This includes identifying the correct input metrics to track progress against CS goals, GO vendor onboarding/management, drive results on company focused goals

　　Responsible for overall GO vendor performance, by promoting Audible's overall strategic development and managing day-to-day operations - escalations, trouble shooting and collaborating with our international development teams as needed

　　Act as the liaison between the GO vendor and the business to drive the appropriate behaviors or improvements in Quality Assurance, Training and Knowledge Management

　　Serve as escalation point for timely contact center issue resolution and risk mitigation plans

　　Drive awareness supporting the Audible culture and customer care tenets

　　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

　　We are open to hiring candidates to work out of one of the following locations:

　　Sydney, NSW, AUS

　　Basic Qualifications

　　10+ years in managing operational customer service teams, customer retention and engagement programs

　　Strong strategic and customer focus with a clear understanding of the wider issues impacting the marketplace

　　Proven Management and/or relationship management experience at a senior, strategic level role

　　Established track record of exceeding targets, KPI’s SLA’s, etc.

　　Able to interpret data and develop strategy and make recommendations

　　Demonstrate ability to motivate and communicate with others at all levels

　　Influential relationships skills at all. Able to use these relationships to deliver service improvements

　　Excellent communication and negotiation skills

　　Able to adapt and succeed in a changing environment

　　Evidence of well-developed leadership skills

　　Preferred Qualifications

　　Self-starter attitude with strong interpersonal skills and proven ability to build relationships and work seamlessly with a variety of personalities and functional disciplines

　　Ability to independently run contact center operations and retention programs – taking initiative, defining goals clearly, and remaining results-oriented in the face of obstacles

　　Comfort and ease working with various teams and navigating overlapping responsibilities without conflict

　　Organized and detail-orientated with strong project management skills

　　Proven ability to track, prioritize, and drive multiple concurrent projects to success

　　Exceptional communication skills (both written and verbal); can succinctly and clearly communicate, and able to produce documents and presentations that are ready for leadership review

　　Data-driven: Define metrics for success and failure; ability to use quantitative and qualitative data to back up assumptions and make decisions

　　Proven ability to embody Audible’s People Principles

　　Japanese or Hindi language skills is a plus