Self Service Integration Specialist
1 week ago
- About the Role
We are seeking a highly skilled Self Service Integration Manager to join our team at Audible, a leading producer and provider of audio storytelling. As a Self Service Integration Manager, you will play a key role in driving the success and performance of our digital self-service tools and efforts to drive contact deflection.
ResponsibilitiesAs a Self Service Integration Manager, you will be responsible for providing key support to the success and performance of our digital self-service tools and efforts to drive contact deflection. You will work 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.
You will also be responsible for developing, sustaining, and improving upon a collaborative, outcome-driven culture through data and knowledge management activities to enable an innovative culture.
In this role, you will work across channels and business units to establish and manage a feedback loop to identify ongoing pain points and challenges for customers found in evaluating their self-service customer journey and acting as a key advocate for customers to help define business requirements for improving the customer experience.
About YouTo be successful in this role, you will need to demonstrate a deep understanding of Knowledge Management methodologies, paired with first-class writing and verbal communication skills. You will also need to be able to effectively prioritize and multi-task multiple time-sensitive projects with a reasonable level of autonomy.
You will be expected to be customer-obsessed, bright, bold, and passionate, with a bias for action and a commitment to driving existing opportunities and discovering new ones.
As a Self Service Integration Manager, you will be responsible for conveying validated concepts to product managers, UX designers, engineers, and leadership, and for using usage data to challenge and validate self-help solution methodologies that continuously evolve to meet changing customer needs.
You will also be responsible for working 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.
In addition, you will be responsible for partnering 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.
About AudibleAudible is a leading producer and provider of audio storytelling, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers' daily lives. We are committed to a diverse and inclusive workplace and are an equal opportunity employer.
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