Manager, Customer Service Analytics

About the role

Audible is looking for a Manager of Customer Service Analytics to act as a data‑driven decision enabler for the Customer Service Leadership Team. In this role you will design, implement and optimise reporting processes that deliver critical KPIs and business insights across the organisation.

Key responsibilities

• Design, build and optimise BI solutions that track KPIs and support monthly business reviews and executive reporting.
• Break down high‑level business metrics into components and leading indicators to provide actionable insights.
• Anticipate leadership questions and develop proactive analyses and visualisations.
• Automate identification of key dimensions driving metric variance for faster root‑cause analysis.
• Create concise data visualisations for executive audiences.
• Document reporting methodologies to bridge technical implementation with business context.
• Communicate findings clearly to stakeholders and champion data‑governance standards.
• Collaborate with data scientists, engineers, product managers and business leaders to align reporting with strategic objectives.

Required profile

• Strong business acumen with the ability to translate requirements into analytical frameworks.
• Curious mindset that looks beyond immediate requests to uncover strategic questions.
• Comfortable working independently in ambiguous situations with minimal guidance.
• Excellent communication skills for presenting complex analyses to technical and executive audiences.

Required skills