ABOUT THIS ROLE
The Self Service Integration Manager, provides key support to the success and performance of Knowledge Management’s digital self service tools and efforts to drive contact deflection. Under the direction of the Director of Knowledge Management (KM), you’ll be responsible for helping to drive and deliver customer facing self-help solutions and asset strategies across the self-service journey, working closely with Product, Engineering, UI/UX, and Analytics teams to reduce customer effort and drive issue resolution digitally through high functioning and high impact self-service solutions. You will work across channels and business units to establish and manage a feedback loop to identify ongoing pain points and challenges for customers found in evaluating their self service customer journey and acting as a key advocate for customers to help define business requirements for improving the customer experience.
The Self Service Integration Manager is a champion for data collection, knowledge-sharing and governance across the multiple countries in which Audible operates. You will develop, sustain and improve upon a collaborative, outcome-driven culture through data and knowledge management activities to enable an innovative culture. At Audible, we are seeking team players who will effectively collaborate in a global functional team to define processes, tools, and metrics to enable the capture, management and delivery of knowledge to help customers understand our product and services.
The Self Service Integration Manager, is a vital part of the international Knowledge Management team located in Customer Care. You will work with business teams to support major launches and other high-profile (and often confidential) initiatives.
ABOUT YOU
You demonstrate a deep understanding of Knowledge Management methodologies, paired with first-class writing and verbal communication skills. You exemplifies great attention to detail, the ability to effectively prioritize, and multi-task multiple time-sensitive projects with a reasonable level of autonomy. You also share the following characteristics:
- You are Customer Obsessed. You seek to deeply understand the needs of your customers, both internal and external, and strive to design and advocate for solutions that will delight them.
- You are Bright. You excel at understanding and diagnosing broken or frustrating customer experiences through qualitative and quantitative data and transforming it into compelling narratives to drive action. 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 to influence others and drive progress with minimal direction. You are not afraid to challenge the status quo, applying strong business judgment to find novel solutions to problems. You thrive in a culture of empowerment, innovation, and rapid change.
- You are Passionate. You are excited to drive existing opportunities and discover new ones. You imbue a passion for excellence into everything you do, not only raising the bar, but also having fun along the way. Most importantly, you can’t wait to be part of a customer-centric revolution!
- You are Agile and have a Bias for Action. You prioritize quick actions with frequent reassessment and adaptation of plans and live by the motto of “progress not perfection.
As a Self Service Integration Manager, you will...
- Support Customer Care and Knowledge Management to define business requirements for improving self-help solution effectiveness across all digital self service assets
- Convey validated concepts to product managers, UX designers, engineers and leadership
- Use usage data to challenge and validate self-help solution methodologies that continuously evolves to meet changing customer needs
- Work hand in hand with the KM Directors to build persona based journey maps to lead the discovery, design, and development of self-help solutions for Audible Help, ACX Help, Contact Us and other self-help channels
- Partner with Customer Care to analyze and plan actionable insights based on top contact drivers and other data to find opportunities to improve the self-help experience
- Determine critical processes enhancements and technical changes and assess the impacts of these CX improvements on overall contact deflection efforts
- Define and track KPIs related to the self-help solutions delivered and be able to articulate trends, identify root cause analysis, and define actions on a weekly and monthly basis
- Recommend new technologies and experiences wherever possible in the customer workflow to reduce customer effort, increase self service and drive a positive customer experience
- Handle reporting for self-serve channels that will enable us to better understand performance and volume across multiple channels, self-serve usage, and self-serve trends
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.
BASIC QUALIFICATIONS
- A bachelors degree or equivalent that translates to work in digital self service environment.
- 2+ years of experience in digital self service and/or customer service
- Proficiency in process improvement design and workflow analysis
- Experience in scoping, developing, and executing business requirements and project plans in a cross functional, multi-team environment
- Experience in customer support
PREFERRED QUALIFICATIONS
- Passion for digital self service and generative AI trends and a desire to stay ahead of the curve
- Experience conducting research and/or partnering with user researchers / UX designers
- Knowledge of content management systems (e.g., Salesforce, Amazon Help)
- Effective written and verbal communication skills
- Excellent analytical and problem-solving skills
- Ability to work independently and as part of a team
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.