Director, Customer Service Analytics
Company websiteamazon.com (Amazon, opens in new tab)
Base salary $143,400 to $194,000
Employer-published annual base salary, USD. Advertised base range in Newark, NJ
You apply on the employer's own site. Six Figure Work does not handle applications.
- LocationNewark, NJ
- WorkplaceWorkplace not stated
- Status at last checkSource accepting applications when checked
- Last checked (1 h ago) · observed since
About this job
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
As a Senior Business Intelligence Engineer within the Customer Service Analytics team at Audible, you'll serve as a data-driven decision enabler for our Customer Service leadership team. You'll be responsible for designing, implementing, and
optimizing the reporting processes that deliver critical KPIs and business insights across our organization. Working with loosely defined problems, you'll transform complex data into clear, actionable narratives. Your role will be pivotal in
maintaining data governance standards while making insights readily accessible through efficient, self-service data solutions.
ABOUT YOU
You're a data storyteller who balances technical expertise with strong business acumen, particularly in the world of content. You excel at working cross-
functionally, translating business requirements into robust analytical frameworks. You're naturally curious, with an ability to look beyond immediate data requests to identify the underlying strategic questions that drive our Customer Service. You
thrive in ambiguous situations, delivering independently with minimal guidance while continuously improving data processes. Your communication skills are exceptional, allowing you to distill complex analyses into compelling insights for both technical and executive audiences. You establish strong relationships with your stakeholders that earn trust and influence decision-making.
As a Senior Business Intelligence Engineer, you will...
- Design, implement, and optimize BI solutions that effectively track KPIs and provide insights for business reviews and executive reporting, as well as develop dashboards that enable self-serve access to data, ensuring speed, reliability, and scalability
- Break down high-level business metrics into constituent components and leading indicators that provide actionable insights for leadership as part of monthly and quarterly business reviews
- Be a proactive thought partner, anticipating leadership questions and developing analyses and visualizations that address emerging business needs
- Automate the identification of key contributing dimensions to metric variance, enabling faster root cause analysis
- Develop concise, impactful data visualizations that communicate complex trends and insights effectively to executive audiences
- Develop clear documentation that bridges technical implementation with business context, enabling both technical and non-technical stakeholders to understand reporting methodologies
- Communicate findings and insights to stakeholders in a clear, concise, and actionable manner
- Balance stakeholder requirements with technical constraints while maintaining a focus on long-term solutions
- Serve as a data governance advocate, ensuring consistency in metrics definitions and data quality
- Partner with data scientists, engineers, product managers, and business leaders to align reporting with strategic objectives
- Invest in stakeholder relationships that build trust and enable insights to influence business decision-making
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
- Experience with data analysis tools such as Excel, Pivot Tables, SQL, Tableau, etc.
- 7+ years equivalent relevant experience in a data driven/analytical role or 5+ years with an advanced/technical degree in Analytics, Business, Operations Research, Economics, Mathematics, Statistics, Engineering, Sciences (Political or Natural) or similar field
- Experience running projects across multiple functions with diverse stakeholder groups (cross functional, cross-geo)
Preferred Qualifications
- Experience supporting executive reporting and business reviews
- 2+ years prior experience in customer service analytics
- Ability to work in ambiguous situations with limited guidance
- Ability to work an adjusted or flexible schedule that meets the occasional needs of US meeting times
- Understanding of data governance principles and practices
- Track record of process improvement initiatives that enhanced data accessibility or quality
- Strong interpersonal skills with ability to build relationships
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.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, NJ, Newark - 143,400.00 - 194,000.00 USD annually
Source: Amazon · View original posting (opens in new tab)
Pay in context
This role's base floor ($143,400) is above 57% of the 1,035 Customer Success & Support roles nationwide listed on this site; 1 other lists the same floor. Their median floor is $136,000; the middle half runs from $115,825 to $155,000.
Only jobs on this site count, and each one publishes a base salary of $100,000 or more, so this compares six-figure jobs with each other, not with the whole market. Computed Nov 7, 2026.
This listingDirector, Customer Service Analytics$143,400 to $194,000
Design Technologist II, Elevated Shopping Experience$145,000 to $196,100
Senior Industrial Designer$145,200 to $196,500
Data Center Area Operations Manager$145,400 to $254,500
MDD DCO Cluster Manager$145,400 to $254,500
Data Center Area Operations Manager, Data Center Operations$145,400 to $254,500
Data Center Operations Cluster Manager$145,400 to $254,500
Chart as a table
| Role | Published base |
|---|---|
| Director, Customer Service Analytics (this listing) | $143,400 - $194,000 |
| Design Technologist II, Elevated Shopping Experience | $145,000 - $196,100 |
| Senior Industrial Designer | $145,200 - $196,500 |
| Data Center Area Operations Manager | $145,400 - $254,500 |
| MDD DCO Cluster Manager | $145,400 - $254,500 |
| Data Center Area Operations Manager, Data Center Operations | $145,400 - $254,500 |
| Data Center Operations Cluster Manager | $145,400 - $254,500 |
Observed changes
- Began meeting the published-salary criteria
- First observed on the employer's board
- Observed since
- Employer-stated posting date
- 2026-05-07
Where this pay comes from
Location as the employer wrote it: US, NJ, Newark
USA, NJ, Newark - 143,400.00 - 194,000.00 USD annually
- Method
- Employer text, read with fixed rules and re-verified
- Checked
- Rule set
- us-base-v2
The pay passage appears in the employer's own job text. Fixed, deterministic rules located it, and the passage below was checked against the stored copy of the posting.
What we verified
- The pay figures come from the employer's own listing, quoted exactly above.
- The pay is an annual base salary in US dollars with a minimum of at least $100,000.
- The role was publicly listed on the employer's job board when last checked.
We do not verify what the employer will actually offer, whether the employer is still recruiting for the role, or anything beyond what the employer published. Full methodology.