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
Based in Berlin, Audible GmbH is looking for a Director of Customer Care. In this role, you will be responsible for developing and owning Audible's Global Outsourcing (GO) strategy for the EU/UK region, managing outsourcer relationships, and performance improvement methodologies that support world class service. The strategic role is rooted both in the local Berlin Hub and Audible global organization. This role requires a strong network in both locations and on all levels, which is crucial to its success. You will have a history of leading high-performance customer service operations teams and possess strong analytical skills to critically evaluate information gathered from multiple sources, decompose high-level information into details, and build solutions to drive productivity and scale to solve business problems. You must be a strong leader, and will draw upon solid analytical, critical thinking, and problem-solving skills to effectively drive business results and collaborate with local business teams. You must have experience in customer service operations and excel at building trust and driving urgency across the organization. You must work well cross-functionally and culturally and present to senior leadership to report on progress.
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As a Director of Customer Care, EU & UK, you will...
- Be responsible for hiring efforts across direct team and broader organization. Coach, mentor, and develop your team.
- Create and execute of strategies to achieve business goals, including identifying the correct input metrics to track progress against our key goals.
- Deliver updates and readouts to senior leadership about current and future body of work.
- Collaborate across your team to explore innovative ways to identify and optimize growth levers such engagement and operational improvement strategies that lead to customer satisfaction.
- Be a trusted advisor and advocate by building and cultivating strong relationships.
- Design, execute, and scale CS efforts in partnership with internal CS teams, cross-functional teams, and external partners.
- Use customer feedback, market insights, and internal data to guide your work and uncover hidden areas of opportunity.
- Identify, optimize, and scale improvements that can benefit a large set of customers, e.g., driving efficiencies through tools and processes, simplifying SOPs, etc., working across multiple organizations.
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. Our Hub+Home hybrid workplace model gives employees the flexibility between gathering in a common office space (work from hub) and remote work (work from home). For more information, please visit adbl.co/hybrid.
We are open to hiring candidates to work out of one of the following locations:
Berlin, BE, DEU
Basic Qualifications
- 10 years in a customer experience related role with people management experience, leading mid-to-large sized groups
Preferred Qualifications
- Demonstrated ability to lead teams and communicate with senior leadership
- Professional experience in customer care operations
- Willingness to roll up their sleeves and do whatever is necessary; general manager / owner mentality
- Experience working in a business that is subscription-driven and/or focused on digital content (e.g., videos, games, apps, and/or music)
- Experience working in an organization focused on customer experience, preferably Customer Service or customer success
- Customer success experience in an agile, fast-paced environment, preferably for acquisition and/or partnership development
- You pride yourself on leading a program utilizing data-driven performance and service elevation to deliver results on set goals
- You have an eye for efficiency and bring experience identifying and implementing large-scale process improvement initiatives using data-driven techniques
ESSENTIAL FUNCTIONS
- 30% international and domestic travel required.
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