Senior Director, Product Platform Operations
Posted on: May 15, 2022
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
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.
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
As the Senior Director, Product Platform Operations you will---
- Define charter, objectives, and metrics for new platform
- 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
- 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
- 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
- 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
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