Director, Customer Service Analytics

Audible; Newark (NJ); On-site; USD 143,000 - 194,000; Full time

Job summary

Audible is seeking a Senior Business Intelligence Engineer to empower Customer Service leadership with data-driven insights. You will design, implement, and optimize reporting and dashboards, enabling self-serve access and scalable analytics across the organization.

You will collaborate with data scientists, engineers, product managers, and executives to align metrics with strategic objectives, while upholding data governance and quality standards.

Qualifications

• Experience using data analysis tools to derive actionable insights.
• Experience leading data-driven projects across functions and geographies.
• Strong business acumen with ability to translate requirements into analytics frameworks.

Responsibilities

• Design, implement, and optimize BI solutions to track KPIs and enable executive reporting.
• Break down metrics into actionable indicators for leadership reviews.
• Anticipate questions and build analyses and visuals addressing emerging needs.
• Automate key variance drivers to speed root-cause analysis.
• Develop concise visualizations for executives to communicate trends.
• Document reporting methodologies bridging technical and business context.
• Communicate findings clearly to stakeholders at all levels.
• Balance stakeholder needs with technical constraints for long-term solutions.
• Champion data governance and consistency in metric definitions.
• Partner with data scientists, engineers, product managers, and leaders to align reporting with strategy.
• Invest in stakeholder relationships to enable insights-driven decisions.

Skills

Data analysis

Cross-functional collaboration

Data storytelling

Education

Advanced degree in Analytics or related field

Tools

Excel

Pivot Tables

SQL

Tableau

Job description

Description

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

As a Senior Business Intelligence Engineer within the Customer Service Analytics team at Audible, you'll serve as a data-driven decision enabler for our Customer Service leadership team. You'll 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, you'll transform complex data into clear, actionable narratives. Your role will be pivotal in maintaining data governance standards while making insights readily accessible through efficient, self-serve data solutions.

About You

You're a data storyteller who balances technical expertise with strong business acumen, particularly in the world of content. You excel at working cross-functionally, translating business requirements into robust analytical frameworks. You're naturally curious, with an ability to look beyond immediate data requests to identify the underlying strategic questions that drive our Customer Service. 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. You establish strong relationships with your stakeholders that earn trust and influence decision-making.

As a Senior Business Intelligence Engineer, you will...

Responsibilities

• Design, implement, and optimize BI solutions that effectively track KPIs and provide insights for business reviews and executive reporting, as well as develop dashboards that enable self-serve access to data, ensuring speed, reliability, and scalability


• Break down high-level business metrics into constituent components and leading indicators that provide actionable insights for leadership as part of monthly and quarterly business reviews


• Be a proactive thought partner, anticipating leadership questions and developing 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


• Invest in stakeholder relationships that build trust and enable insights to influence business decision-making

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.

Basic Qualifications

• Experience with data analysis tools such as Excel, Pivot Tables, SQL, Tableau, etc.


• 7+ years equivalent relevant experience in a data driven/analytical role or 5+ years with an advanced/technical degree in Analytics, Business, Operations Research, Economics, Mathematics, Statistics, Engineering, Sciences (Political or Natural) or similar field


• Experience running projects across multiple functions with diverse stakeholder groups (cross functional, cross-geo)

Preferred Qualifications

• Experience supporting executive reporting and business reviews


• 2+ years prior experience in customer service analytics


• Ability to work in ambiguous situations with limited guidance


• Ability to work an adjusted or flexible schedule that meets the occasional needs of US meeting times


• Understanding of data governance principles and practices


• Track record of process improvement initiatives that enhanced data accessibility or quality


• Strong interpersonal skills with ability to build relationships

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, NJ, Newark - 143,400.00 - 194,000.00 USD annually

Company - Audible, Inc. - B13

Job ID: A10413472