Manager, Customer Service Analytics

At Audible we believe stories have the power to transform lives. Its why we work with some of the worlds 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
As a Business Intelligence Engineer within the Customer Service Analytics team at Audible youll serve as a data-driven decision enabler for our Customer Service Leadership Team. You will be responsible for designing implementing and optimizing the reporting processes that deliver critical KPIs and business insights across our organization. Working with loosely defined problems youll transform complex data into clear actionable narratives that anticipate leadership questions before theyre asked. Your role will be pivotal in maintaining data governance standards while making insights readily accessible through efficient self-service data solutions.

ABOUT YOU
Youre a data storyteller who balances technical expertise with strong business acumen. You excel at working cross-functionally translating business requirements into robust analytical frameworks. Youre naturally curious with an ability to look beyond immediate data requests to identify the underlying strategic questions. You thrive in ambiguous situations delivering independently with minimal guidance while continuously improving data processes. Your communication skills are exceptional allowing you to distill complex analyses into compelling insights for both technical and executive audiences.

As a Business Intelligence Engineer you will...
- Design implement and optimize BI solutions that effectively track KPIs and provide insights for monthly business reviews and executive reporting ensuring speed reliability and scalability
- Break down high-level business metrics into constituent components and leading indicators that provide actionable insights for leadership
- Anticipate leadership questions and proactively develop analyses and visualizations that address emerging business needs
- Automate the identification of key contributing dimensions to metric variance enabling faster root cause analysis
- Develop concise impactful data visualizations that communicate complex trends and insights effectively to executive audiences
- Develop clear documentation that bridges technical implementation with business context enabling both technical and non-technical stakeholders to understand reporting methodologies
- Communicate findings and insights to stakeholders in a clear concise and actionable manner
- Balance stakeholder requirements with technical constraints while maintaining a focus on long-term solutions
- Serve as a data governance advocate ensuring consistency in metrics definitions and data quality
- Partner with data scientists engineers product managers and business leaders to align reporting with strategic objectives

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.

- Knowledge of advanced skills in Excel as well as any data visualization tools like Tableau or similar BI tools (familiarity with Tableau preferred)
- 3 years experience analyzing and interpreting data with Redshift Oracle NoSQL etc.
- Experience working with multiple groups of stakeholders

- Experience handling ambiguous or undefined challenges through strong problem solving abilities
- Experience working effectively across cross-functional teams and partnering well with people at all levels within an organization
- Experience with process improvement initiatives that enhanced data accessibility or quality
- Experience supporting executive reporting and business reviews
- Experience working in media entertainment or subscription-based businesses
- Understanding of data governance principles and practices

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover invent simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( to know more about how we collect use and transfer the personal data of our candidates.

m/w/d

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1