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Director, Global Customer Intelligence

Director, Global Customer Intelligence

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Job Description

Audible Inc. is a media company and the category leader in spoken-word entertainment. We are looking for an exceptionally creative, strategic and analytical senior leader to join us as the Director of Global Customer Intelligence, part of the Global Customer Service organization, reporting to VP of Global Customer Service. This individual is passionate about building great customer experiences, thinks and acts globally, and has the ability to contribute new industry innovations and processes to our technology portfolio. The ideal candidate will possess a strong technical background that enables him/her to manage and lead a growing intelligence team as well as demonstrated ability to think broadly and strategically about continuously improving customer experiences through deep, data-driven insights.

The Customer Intelligence team provides support to teams around the world and has five key areas of focus: a) continuous growth of Global Voice of Customer Program using speech and text analytics to help our business build better products and offerings; b) Reporting & Dashboard management for Customer Service operations and its support teams; c) developing Tools & Automation to continuously improve internal processes; d) advance analytics (predictive & statistical modeling) to solve complex customer problems; and e) building and integrating Data Science models to diversify customer interactions that helps CS move closer to its Customer Experience vision. This role is deeply embedded in technology and innovation and the right individual will have a blend of extensive reporting and metrics background with strong leadership capabilities.

  • Develop and continuously evolve a long term strategic vision for Global Customer Intelligence
  • Work closely with senior CS leadership to deliver on CS vision and roadmap
  • Identify business insights and opportunities using complex customer data; support deep dive analysis requested by executives and cross-functional leaders
  • Partnering with CS operations to develop a contact and customer segmentation strategy, optimal contact routing frameworks and metrics to measure customer interaction and customer effort
  • Retrieve and aggregate data from multiple sources into a digestible and actionable format, using effective reporting and analysis to drive change and new initiatives; Ensure data integrity and reports standardization
  • Improve customer experience by leveraging available software solutions and investigating and developing new, scalable tools and technology
  • Manage, mentor and hire (as needed) ambitious team of analysts who analyze very large data sets, build statistical models, apply advanced analytical techniques and construct metrics to drive business improvement and decision making
  • Participate in site senior business leadership meetings; develop and drive strategies and programs which improve the competitive position and profitability of the organization
  • Perform other duties and assignments as directed

Basic Qualifications

  • Bachelor’s degree in a quantitative field (engineering, finance, economics, mathematics, statistics, computer science etc.)
  • 5+ years leading teams of analysts to drive technical design and implementation of Business Intelligence solutions
  • 7+ years of professional experience in web analytics, business analysis or a comparable analytics position
  • 7+ years of relational database and SQL skills in Oracle, SQL Server, DB2 or other database platform
  • Excellent written and verbal skills including ability to communicate effectively with both technical and non-technical stakeholders, and the ability to articulate complex concepts to cross functional audiences.
  • Ability to effectively communicate and present at an executive level
  • Proven track record of making data driven decisions and excellent analytical and problem-solving skills
  • Ability understand the complexities of a fast-paced, high-performing organization
  • Ability to deal with ambiguity and constant change and able to handle multiple abstract projects
  • Ability to effectively manage time, priorities and deliverables
  • Passionate about people and customers. You believe that a service can only be as good as its customers believe it to be
  • Some domestic and international travel may be required

Preferred Qualifications

  • MBA or equivalent from an accredited university
  • Coding/Software/Website development experience
  • Process Improvement (Lean/Six Sigma) experiencE

We have a comprehensive benefits package. Here are some of the fun and meaningful perks we offer:
  • Daily catered lunch, Monday breakfast and juice bar, snacks and Friday happy hours
  • Free onsite gym and 25% fitness reimbursement
  • Seasonal sports clubs - basketball, hockey, soccer, volleyball, softball and more
  • Company sponsored events
  • Transit reimbursement, paid parking and shuttle service
  • Tuition assistance
  • Annual Amazon discount
  • Meaningful community involvement opportunities including mentoring interns, literacy tutoring and Audible Scholars, along with collaboration on start-up projects incubating in Newark Venture Partners

Audible, Inc. is the world’s largest seller and producer of spoken audio entertainment, information and educational programming. Since inventing and commercializing the first portable digital audio player in 1997, our focus on technological innovation and superior programming has earned us millions of subscribers around the world. We’re an Amazon subsidiary with a presence on four different continents, yet we maintain a startup vibe and small company feel. We offer more than 350,000 downloadable audiobooks, audio editions of periodicals, and other programs, and an escalating array of listening products that enrich daily life for a growing population of people who want to be more productive, well-informed, and thoughtfully entertained.

Audible is an Equal Opportunity Employer-Minority/ Female/ Disability/ Vet