Digital Self Service Integration Specialist

3 weeks ago

Newark, Delaware, United States Amazon Full time
About This Role

The Self Service Integration Manager plays a vital role in supporting 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.

Key Responsibilities
  • 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 bachelor's degree or equivalent that translates to work in digital self-service environments
  • 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

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