Manager, Customer Service Insights

Newark, NJ, United States Posted 19 days ago
PowerToFly approved because…

We believe the spoken word has the power to change people’s lives. Audible has reinvented a media category, becoming a powerhouse of creative and original content. We create sensational entertainment experiences that absorb the listener and enhance the character and quality of daily life. Because nothing can inspire, provoke and challenge like a gripping story – and this could be the beginning of your Audible story.

At Audible, we believe in the power of voice to bring stories, ideas, and characters to life. Our members need our help from time to time, and that’s where our Customer Service (CS) organization focuses; providing amazing interactions with our customers around the world. Our goal is excellence, simplicity and getting our members back to listening. Audible is looking for a talented Insights Manager to join our Customer Service Qualitative Insights team in Newark.


The Qualitative Insights team is the bridge between Audible CS teams and our partners in Product, Marketing, and other business functions, focusing on agent/operational readiness, customer self-service, facilitating insights, and driving improvements to the customer and agent experience. This role reports into the Director of Learning & Knowledge Management and will manage a team of Quality Assurance Specialists.

About You

You possess great research & analytical skills and a desire to promote and influence change. This role plays a major part in Audible’s continuous effort to elevate & humanize the customer experience. You enjoy immersing yourself into customer service (CS) operations at the contact level to understand the experience and hear the voice of the customer first-hand. You will gather insights from our global support network into concise, high-impact solutions to inform business leaders of improvement opportunities. You thrive in agile, fast-paced environments and pivots without losing emotional steam and speed when a “better mousetrap” comes along. You are a fascinating storyteller with a flair for using well-chosen words and images to articulate a vision and well-defined game plans.


KEY RESPONSIBILITIES
· Bring the voice of the customers to business leaders in a way that has a direct and immediate impact on the business
· Synthesize actionable insights from our global support network into concise, high-impact research/insights summaries to inform the business
· Gather insights via call listening and transcription analysis, customer service agent focus groups and side-by-sides, and other qualitative methods, in order to identify trends and opportunities for our product, marketing, and customer service teams
· Leverage great storytelling to help socialize customer and agent pain points
· Work closely with internal partners (like Operations, CS Business Intelligence, and Data Science) to identify relevant quantitative data to answer key business questions
· Ensure all communications are effective, engaging, and promote a culture of learning and knowledge exchange across the Audible organization
· Manage a global team of Quality Assurance Specialists and an extended BPO network of specialists

BASIC QUALIFICATIONS

· 5+ years of experience in insights gathering with hands-on expertise and passion for research
· Bachelor’s degree ideally focused in insights field like Anthropology, Sociology, Marketing, Technical Communication
· Ability to gather and analyze a variety of data points (qualitative and quantitative) and pare that information down to the most important insights for the business
· Proven track record of developing highly effective communication with measurable impact
· Excellent command of written and spoken English
· High level of responsibility, ownership and accountability
· Ability to simplify highly complex issues for a non-technical audience
· Proven effectiveness at delivering impactful presentations to a variety of audiences
· Passion for great customer experiences
· Ability to prioritize tasks based on business needs
· Able to effectively execute and drive change across multi-cultural environments
· Familiarity with Lean Six Sigma methodology
· Extreme attention to detail and great organizational skills for managing multiple tasks and project deadlines
· Experience managing direct reports

PREFERRED QUALIFICATIONS

· Customer service experience preferred
· Project Management experience preferred
· Previous experience with call recording software
· Lean Six Sigma Greenbelt certified
· Exceptional analytical skills and strong comfort with Analytics tools (experience with SQL and HTML)

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