Description
The Sr. Program Manager in CSCX will drive Audible's global expansion initiatives on AWS Connect, supporting the deployment of contact management capabilities across new international markets. Reporting to the Customer Service Contact Center Management System organization, this role will partner with cross-functional teams to enable seamless customer experiences as Audible scales its support infrastructure globally. This role will own end-to-end program execution for Audible's expansion on AWS Connect, ensuring technical capabilities are deployed on schedule and aligned with business objectives. The Program Manager will establish mechanisms to track progress, identify risks, and drive resolution across multiple stakeholders including CS Operations, Tech teams, and business partners.
Key job responsibilities
- Drive Audible's marketplace expansion roadmap execution for 8+ new markets in 2026
- Own program planning, resource coordination, and stakeholder alignment for Audible on Amazon (AoA) customer experience launches across 12 Amazon marketplaces through 2027
- Establish and maintain program governance mechanisms including status reporting, risk management, and escalation processes
- Manage Connect KTLO (Keep the Lights On) support across existing marketplaces
- Drive adoption of new Connect capabilities including contact translation capabilities as they become available
- Partner with Operations, Tech teams, and Audible teams to ensure feature deployments do not block business initiatives
- Build and maintain relationships with stakeholders across regions to understand requirements and ensure solutions meet customer needs
- Create mechanisms to measure success including deployment timeliness, feature adoption rates, and customer experience impact
- Develop and maintain program artifacts including status reports, and decision documents
- Communicate program health, risks, and dependencies to leadership and cross-functional partners
- Drive alignment across teams on priorities, timelines, and resource allocation
Basic Qualifications
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Preferred Qualifications
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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.
Company - ADCI - Uttar Pradesh - F26
Job ID: A10378982
