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Talent Network

Quality Manager Customer Care

Department: Customer Care

Location: Boston, Santa Barbara

Req#: 2923

In our mission to keep every home filled with music, the experience for our customers should be consistent and continuously improving.
We need measures to understand the experience our customers have with Care, enable target setting and set up a continuous improvement cycle to deliver on our Care Experience Principles. The Care Experience Principles are: Timely, Authentic, Meaningful, Effortless, Efficient, Learning and Engaged. 
Your primary responsibility will be setting up the Quality Management System for our experience principles. As a secondary responsibility, you will be identifying and defining critical business process for Care operations including implementing tools and/or automation. 
About You

Our band is large. And while there’s plenty of room for all kinds of personalities and skill sets to succeed, there are certain qualities that will help you thrive here.

Like a never-accept-less work ethic. An exceptionally low ego-to-talent ratio (none of the first, tons of the latter). A relentless craving to push past your limits and try new things. The smarts and the humble confidence to take on big challenges, make mistakes fast and early, embrace tough feedback, then recover quickly with fresh, startlingly perfect solutions. A fearless willingness to defend great work. And a tendency to totally geek out on music.

If this sounds like you, read on and let’s connect soon.

What You’ll Do
You will be developing and executing strategic direction for Quality. Responsible for designing, defining and implementing metrics and analysis methods, aimed at improving the Care experience for customers, company and team. Creating a Quality Management System.
Close collaboration with all Care teams to understand performances, insights, gaps and preparing the team to think ahead. Implementing processes to improve KPI’s and measurements to understand efficiencies and learnings. Generating more feedback, more tangible and data driven insights to influence decision making. 
Acting as linking pin between the Care Operations team and the Care Experience team (team of business analysts).
The biggest challenge will be bridging the gap between strategy and execution.
Lead by example according to the Sonos values and be an advocate for the Sonos culture cross-functionally.
Skills You’ll Need
• Proven track record in managing and improving customer experience.
• Experience in defining and analyzing Care metrics is a must. 
• Minimum 5 years of experience in a Care organization.
• Result focused with outstanding analytical skills.
• Vast experience in technology driven company/technical environment (start-up or Software Company) is preferred.
• Excellent Relationship Management and Communicator, strong influencing skills and able to work effectively with a variety of stakeholders. 
How to Audition
Apply now and if there is a strong match, you'll be invited for a first phone interview with one of our recruiters.
More About Our Band

In 2002, we set out to reinvent home audio for the digital age. Our mission–to fill every home with amazing sounding music. Yes, it was an ambitious goal. Challenging, too. And that hasn’t changed.

Since those early days, we’ve remained tirelessly focused on finding innovative ways to make listening out loud, with friends and loved ones, the truly transformative experience it should be. We’ve seen our vision capture the imaginations of music lovers in more than 60 countries, as we’ve continued to introduce products, software, and technologies that help people share the songs they love, discover new music they never knew existed, and experience richer, more musical lives.

At Sonos, we are building a team with extraordinary talent to help us fill every home with music. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.