Senior Product Manager, Audible Customer Support & Knowledge Management

Senior Product Manager, Customer Support and Knowledge Management

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

Audible is seeking a Senior Product Manager, Customer Support and Knowledge Management to define and build key technologies, tools, and services that form the foundation of support for Audible customers. As part of the Customer Support and Knowledge Management team you will partner closely with customer service, creators, customers, Amazon, and Audible teams to define the roadmap for the core services that power the Audible's customer service and knowledge management. The Senior Product Manager is an individual contributor role. This product manager will contribute to the product strategy, roadmap, and continuous improvement of services and support provided to Audible customers. The Senior Product Manager will be responsible for partnering with Audible Technical Leads (SDE3s) and Software Development Managers to define the product roadmap for and oversee initiatives in Audible's Customer Service and Knowledge Management.

About You

You communicate complex ideas in a simple, concise, and clear manner, with an ability to lead even in the face of ambiguity, including the authoring of detailed technical requirements. You have a proven history of managing a product roadmap, managing prioritization and trade-offs of short-term value and long-term strategic goals. You have a track record of driving decisions with data and analytics with applied judgment when data is ambiguous or absent. You have experience with building systems, reporting, and services for financial organizations. You have an ability to understand software systems and make meaningful contributions to software architecture decisions. You have deep knowledge of revenue reconciliation, the financial close process, and taxation. You are detail-oriented, ambitious, and a self-starter.

As a Senior Product Manager of Customer Support & Knowledge Management, you will:

• Drive the product strategy and vision for Audible's Customer Service organization and support the needs of our rapidly growing global business
• Share Audible's overall business strategy and product team roadmaps with tech partners to establish context while seeking their input on where investments align with business strategy to align and execute on a roadmap
• Work closely with partners in Customer Service Operations, Design, Tech, and to continue to scale customer service platforms as Audible expands into various partnerships, programs, and markets
• Translate the product strategy and strategic initiatives into well-developed plans and objectives over different time frames with defined and measured value being realized iteratively
• Deliver value by creating reusable, extensible and resilient capabilities and proactively identify opportunities based on key metrics such as engineering efficiency, security, resilience and performance
• Work with tech partners to market the capabilities of the customer service support of your team releases across Audible's tech, product, and marketing teams to ensure new services and capabilities are adopted and internal stakeholder needs are understood and met
• Proactively accelerate, unblock, de-risk and help optimize the work of the delivery teams working on your in-flight features
• Enhance customer service systems to help customer success teams deliver high-quality customer support
• Use data to drive product decisions, targeting metrics for success, and measuring results against them
• Influence technical priorities and business strategy through data-driven contributions

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.