Senior Director, Product Platform Operations

Company: Audible
Location: Newark
Posted on: May 15, 2022

Job Description:

Job summary
Good storytelling starts with great listening. At Audible, that means each role and every project has our audience in mind. Because the same people who design, develop, and deploy our products also happen to use them. To us, that speaks volumes.

ABOUT THIS ROLE
The Senior Director, Product Platform Operations will lead the formation of a new, global platform operations function for Audible. You will work closely with our technology, product, marketing, and finance leaders to define the capability vision as well as develop clear objectives, outcomes, metrics, and operating processes that will scale globally and will enable them to realize their vision.

The scope of the role will include partnering with cross-functional leaders to enable successful new product/feature launches, owning and enabling day-to-day business operations of the platform, and standing up a global 24/7 business monitoring, escalation, and production incident coordination/response for all types of incidents (including fraud). The Senior Director, Product Platform Operations will do this through the creation of effective standards, processes, playbooks, reporting/communication, and robust tooling to understand platform issues and identify/support a response to fraud incidents.

ABOUT YOU
You are a rigorous, customer-obsessed, platform operations leader with a strong background in online and mobile technologies and deep experience building and leading teams. You have high standards, are data-driven, and understand all corners of operations including pre-launch validation, day-to-day operating/maintenance activities, production issue resolution, and stakeholder communications. You are great at making tough calls and balancing competing priorities while understanding the nuances and tradeoffs of a given decision across technology, financials, and customer experience. You are an adept people manager and a collaborative cross-functional business partner.

As the Senior Director, Product Platform Operations you will---
- Define charter, objectives, and metrics for new platform operations function.
- Stand up teams to ensure ongoing business platform operations of the Audible platform (e.g. management of new titles, components of marketing operations activities/promotions).
- Identify gaps in platform operations capability and create a plan to fill those gaps in collaboration with other product and technology teams.
- Develop robust communication processes and mechanisms across internal and external stakeholder groups, in close collaboration with Audible's corporate communications.
- Stand up global 24/7 support model for business escalation and issue coordination/resolution including playbooks, operating procedures, and communication processes in collaboration with technology, finance, and product partners.
- Work closely with Voice of Customer (VOC) function to ensure quantitative and qualitative inputs are considered in all assessments of issues or platform health.
- Understand, prioritize, and mitigate fraud vectors using internal or 3rd party tooling, data science, and release readiness protocols.
- Create and execute roadmap to address potential fraud risks, working closely with technology partners, implement centralized fraud defense capabilities; collaborate with consumer and creator product management teams to ensure fraud mitigation exists across the Audible platform.
- Develop UAT function and processes in close collaboration with product leaders.
- Work with program management and technology function to develop standards for and ensure launch readiness.
- Create scorecard and operating rhythm to review metrics and outcomes for online operations.
- Develop a culture of customer-obsession and continuous improvement; stand up processes to support this orientation.

Keywords: Audible, Newark , Senior Director, Product Platform Operations, Executive , Newark, New Jersey