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Director, Global Fulfillment and Returns

Department: Business Operations

Location: Boston, Hilversum, Santa Barbara

Req#: 4720

Reporting to the VP of Business Operations, the Global Fulfillment and Returns Director is a key leadership role within both the global Operations and the Business Operations teams. The successful candidate will have the opportunity to reinvent every aspect of our end to end fulfillment and returns operations, starting with leading the design and implementation of our imminent multi-million dollar ERP system and associated processes and structures. The role is responsible for driving operational excellence through all areas of our order management, customer fulfillment and returns operations. Main priorities include defining and implementing our global fulfilment and returns strategy, best practices across systems, processes and structures, program/project execution, understanding and interpreting customer needs, and management of a large, geographically distributed team.
About You

You're not like everyone else.

You bring a unique perspective to the table. Transparency tops your list of values. Your smarts and creativity are off the charts, matched only by your humility. You want to collaborate with a team of diverse talent. You proactively contribute to a culture of respect and inclusion.

You enjoy a challenge.

Inquisitive and focused, you see every challenge as an opportunity. You're ambitious and unafraid to make mistakes because you learn from them and bounce back quickly. You don't stop until you get it right. "Impossible" isn't in your vocabulary. You're more interested in creating the future than waiting for it.

You love to listen.

You start every interaction from a place of listening and seeking to understand. You're culturally connected. You remember your first concert. You can readily recommend a binge-worthy show on Netflix, Hulu or HBO. You can't sit in traffic without a great audiobook, podcast or album. You can make a killer playlist. Your idea of a good weekend includes watching a movie or playing a video game.

What You’ll Do
Role Purpose: 

  • Define a multi-year strategy and roadmap to support our business objectives, providing a flexible and efficient approach to end to end order management and returns operations that deliver the ‘right’ customer experience at the ‘right’ cost. Work with all stakeholders to define ‘right’
  • Initiate and drive cross functional projects and programs to deliver the strategy, focusing on building scalable platforms in systems (ERP, EDI, B2B ordering portal), processes, and team capabilities
  • Work cross functionally and with external customers to meet agreed performance targets within budgeted cost levels. Identify and lead opportunities for improved service levels, efficiencies and savings across both physical and data flows 
  • Hire, develop and lead the global Fulfillment and Returns team through excellent change management and leadership skills

Main Deliverables:

  • Fulfillment and Returns strategy and design that meets Sonos strategic ambitions, informed by a deep understanding of both internal and external partners and customers 
  • Programs and projects aligned across all impacted functions, prioritized, and implemented to plan to deliver the strategy, with immediate focus on successful implementation of a new ERP system and associated processes and structures
  • 3 year annual and quarterly budgets and plans that meet our company goals 
  • Performance management and reporting – regular, standard reports on performance and analysis of drivers to regional and Operational leadership teams
  • High performing team with clear goals, regular reviews, and active development plans
Skills You’ll Need
  • Strategic operator - able to define and implement an ambitious strategy through cross functional influence and leadership at all levels. Thinks big, always looking for more effective ways of achieving goals
  • Systems literate – understands systems and how to develop and maximize their impact through processes, structures, skills and partnerships
  • Project management, from initiation to scoping to set up to delivery, especially in systems and processes
  • Global operator – ability to understand and deliver global, regional and country solutions
  • Leadership and coaching – ability to set a clear direction, and coach their team and others towards goals
  • Clear communication – communicates transparently in a way that builds confidence and trust
  • Navigate ambiguity – comfortable with uncertainty, able to resolve it to a clear picture for others when needed whilst also communicating the inherent uncertainty
  • Has backbone – able to stand up for what they believe to be right
  • Externally inquisitive – always looks to understand our customers, partners, and wider environment and uses this as an input to critical thinking
More About Sonos

In 2002, Sonos set out to reinvent the way people listen at home. The wireless home sound system we created makes it easier than ever to fill any and every room with music, podcasts, TV, and just about anything else you could ever want to hear-all with brilliant, immersive clarity. Since then millions of people in over 60 countries have made Sonos part of their lives.

Today we remain focused on innovation, thoughtfully designing products, inventing new technologies, expanding our software platform, crafting the best sound experience and making a positive social impact in the world.

We're empowering people to listen better because listening builds understanding and drives change. It even increases happiness and brings people together. Simply put, listening leads to a better life. (We've got the data to prove it.)

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Notice to U.S. Job Applicants: Sonos is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Follow the links to review the EEO is the Law poster and its supplement. The pay transparency policy is available here. Sonos is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to and let us know the nature of your request and your contact information.