What are the responsibilities and job description for the Associate Director, Cost to Serve Programs position at Amazon?
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
You will coordinate Audible’s cost-efficiency initiatives across our content delivery, customer experience, and operational workflows. As the Director, Cost to Serve Programs, you will coordinate the development of strategy and action plans to improve Audible’s cost efficiency – adopting Amazon’s broader efficiency-driving mindset and frameworks of continuously finding ways to do more with less and reinvesting savings into customer value. You will coordinate cross-functional programs to optimize processes, automate workflows, enhance tooling, and better allocate resources, all with the goal of reducing the cost to serve our customers while delighting them with great experiences. This role requires a blend of strategic thinking, hands-on execution and cross-functional collaboration, as you identify opportunities, build business cases, and coordinate initiatives from concept through successful implementation.
ABOUT YOU
You will work closely with Product, Technology, Data Science, Finance, Content, Marketing, and Customer Care teams to analyze operations and uncover efficiency opportunities. Using data-driven analysis, you will pinpoint the biggest cost drivers and waste points in our digital ecosystem – whether in processes, distribution costs, marketing effectiveness, or customer operations – and lead programs to address them. You will need to dive deep into metrics and processes, define key cost-to-serve KPIs, and track improvement over time.
As an Associate Director, Cost to Serve Programs, you will...
- Coordinate a comprehensive cost-to-serve strategy for Audible’s digital business. Define a framework for Audible – building off Amazon’s frameworks
- Program-manage or directly lead multiple cost efficiency initiatives end-to-end. Scope projects, define clear goals and success metrics, and coordinate execution on initiatives that reduce costs across content delivery, distribution, marketing, and customer operations
- Identify process bottlenecks and manual work in Audible’s workflows, and champion solutions to invent and simplify. Work with Engineering and Product teams to build automation and tooling that streamline operations (e.g. improving tools, automating repetitive tasks, enhancing self-service customer features) to reduce labor and error
- Dive deep into data to uncover root causes of inefficiencies and quantify improvement opportunities. Develop models and dashboards (in partnership with Data Science/Analytics) to measure cost-to-serve metrics (e.g. cost per listen, revenue per employee) and track the impact of initiatives. Use a data-driven approach to prioritize projects and validate savings achieved
- Establish mechanisms (cadence of audits, metrics reviews, and best practice sharing) to widen a continuous improvement mindset. Input on team charters to encourage cost-conscious thinking and operational excellence. As savings are realized, identify new opportunities and scale successful initiatives across departments. Over time, be prepared to hire, mentor, and lead a small team of program managers as needed to expand the impact of cost-to-serve programs
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
- Bachelor’s Degree in Business, Engineering, Operations, Finance or a related field
- 8 years of experience in program/project management, operations, or business strategy roles, with a focus on process improvement and cost optimization
- Experience driving operational improvements and delivering measurable cost savings or efficiency gains in a complex environment
- Experience leading and managing large cross-functional initiatives from ideation to completion
- Experience analyzing and re-engineering processes, implementing automation or tooling improvements, and managing change across teams
PREFERRED QUALIFICATIONS
- MBA in Business, Operations Research, Engineering, or related discipline
- Organizational and project management skills – capable of balancing multiple projects, prioritizing workstreams, and meeting deadlines
- Experience in a strategic planning/operations excellence role, where you have led cost optimization or efficiency improvement projects for clients or business units
- Experience in a digital media, or subscription-based business and experience with the economics of content production and digital distribution, or experience improving operational efficiency in growth environment
- with technology and data analysis. Experience using tools such as Excel, SQL, or business intelligence platforms Tableau or QuickSight to self-serve data and model scenarios
- Knowledge of process improvement methodologies Lean or Six Sigma and automation technologies
- Experience working with AI and ML models as a customer is expected; experience in training models for specific internal use cases or experience in briefing AI and ML solutions from a business perspective
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.
