Director, Customer Service Operations & Engagement

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 and Member Engagement Director who will be responsible for shaping and managing the strategy for CS operations and member engagement program. 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 drive Audible's retention support towards business development initiatives, overseeing member engagement and retention goals, focus on the customer 'middle of the funnel' and determine opportunities that improve save rate for cancellation contacts.
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...
Customer Service (60%):
- 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 of strategies to achieve business goals, including 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 and promote Audible's overall strategic development and to manage day-to-day operation - 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
Member Engagement (40%):
- Establish a vision, articulate strategies, and own a roadmap that advances member 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
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