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the world through music?

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Talent Network

Sr. Manager Customer Care Operations - AMPAC

Department: Customer Care

Location: Boston, Santa Barbara

Req#: 3038

The Customer Care Operations objective is to accelerate to seamless 24/7 Care Experiences by investing in Digital Care channels (Social, Community and Content).
In order to execute on our objective, we need to hire a Sr. Manager to lead the AMPAC team and to drive the transformation of our Care organization.
From a customer perspective, the Sr. Manager will be responsible for all care experiences in the AMPAC region (Canada, USA, Australia and Latin America). From a team perspective, the Sr. Manager will lead a team of managers across different locations to be a driving force within Care (Technical Support, Digital Care, Product Returns, Partner, Escalation and Quality etc.). From an organization perspective, the Sr. Manager will connect and partner closely with Care, other teams and the AMPAC leadership team to understand and deliver the desired the customer experience, and represent this experience within Sonos.
In our mission to keep every home filled with music, the experience for our AMPAC customers should be consistent and continuously improving.
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 responsible for Customer Care in the AMPAC region. Leading a team of managers with multi-skilled personnel across different locations to deliver a high quality of support across all channels to AMPAC customers. 
Developing and executing strategic direction. Monitoring the overall performance of the AMPAC region. Close collaboration with the AMPAC partners, Care teams and other internal stakeholders to understand and address business needs. Leading different projects (from operational to strategic challenges) to further develop Care. Analyzing and reporting all relevant customer experience data within the region and translate them into actionable insights for the team and partners. Taking care of management escalations when needed.
Lead by example according to the Sonos values and be an advocate for the Sonos culture cross-functionally.
Your biggest challenge will be to lead change and drive transformation.
Skills You’ll Need
• Proven track record in managing and improving customer experience.
• Experience with Digital Care (Social, Community and Content) and Workforce Management is a must. 
• Experience in a multi-channel Customer Care environment is required.
• Experience working in Matrix organizations.
• Minimum 8 years of experience in leading teams and managers.
• Result focused with outstanding analytical skills.
• Vast experience in technology driven company/technical environment (start-up or Software Company) is preferred.
• Excellent Relationship Management, strong influencing skills and able to work effectively with a variety of stakeholders.
• Inspiring and authentic leader who knows how to lead and inspire high performing individuals/teams according to the Sonos values. Excellent communicator and ability to take the time to mentor and develop others.
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.