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 THIS ROLE This role reports into the Head of Center of Excellence of Customer Care and focuses on ensuring data quality and performing quantitative analysis to improve customer service operations. You will help maintain data integrity across Customer Service systems while delivering actionable insights through data analysis and visualization. Your work will directly impact our ability to make data-driven decisions, reduce operational inefficiencies & defects, and enhance the customer experience. You'll collaborate with various Customer Service teams to identify and resolve data quality issues while building automated solutions for ongoing monitoring and reporting. ABOUT YOU - You are Curious. You are highly inquisitive, possessing a natural desire to ask questions and test hypotheses, and you don’t feel satisfied until you achieve a fundamental level of understanding. You embrace a “lifelong learner” mentality. - You are Bright. You excel at solving abstract problems with data. 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 and driving progress with minimal direction. You are not afraid to challenge the status quo, finding novel solutions to problems. You thrive in a culture of empowerment, innovation, and rapid change. - You are Passionate. You are excited by everything data, and you play with data just for fun. You imbue a passion for excellence into everything you do, not only raising the bar, but also having fun along the way. You love using data to drive product, process, and technology improvements. As an Analytics & Insights Program Manager, you will… - Obtain, manipulate, and analyze CS data to answer specific or open-ended questions, utilizing statistical approaches as needed, and distill actionable insights - Improve CS data quality across systems through regular audits and automated checks - Build and maintain dashboards/reports/presentations to track key CS metrics and data integrity indicators while performing CS root cause analysis on data discrepancies and propose solutions - Create standardized reporting processes to ensure consistent data collection and analysis & partnering with CS teams to understand their data needs and improve data capture - Develop and document best practices for data handling within CS & drive CS stakeholder self-service reporting to drive efficiency and independence by creating self-serve resources and develop/hold regular trainings 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. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home. Basic Qualifications - 2+ years experience with data analysis and SQL - Experience creating dashboards and reports using visualization tools (e.g., Tableau) - Proficiency in Excel and basic statistical analysis - Experience with data cleaning and validation technique - Experience working with cross-functional teams Preferred Qualifications - Bachelor's degree in Business, Analytics, or related field - Experience with Python or R for data analysis - Familiarity with AWS services (particularly Redshift) - Previous experience in customer service operations - Knowledge of CS metrics and KPIs - Experience with data governance practices - Ability to write clear documentation and standard operating procedures - Strong problem-solving skills and attention to detail - Knowledge of data quality best practices and validation techniques Amazon is committed to a diverse and inclusive workplace. Amazon 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. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.