Sr. Director, Global Customer Care

Bose is a brand created by one of life’s few true visionaries. We believe sound is the most powerful force on earth and that we are the only people in the world devoted to unleashing that power for transformative sound experiences. Sound is Power!

We have an exciting opportunity as the Sr Director, Global Customer Care. Reporting to the CMO this is a customer facing role responsible for providing the strategic direction, leadership, and execution of customer service activities. In this role, you will lead our contact center operations and drive strategic transformation. Your focus will be on enabling a digital and customer first approach, and in the process, continuing to navigate the organization away from a purely break fix mentality. You will drive critical improvements in people & organization structure, culture, process, policy, technology, and infrastructure. You will be responsible for the strategic planning and providing leadership to a large team executing on Contact Center operations and processes sought at the continuous improvement of the customer experience.

You will also lead the teams responsible for Digital Care, Service Content, Voice of the Customer, Service Readiness and Business Transformation.

You will be skilled in driving a culture of innovation and continuous improvement by:

• Crafting and managing – Leadership development/succession programs, employee engagement and morale.
• Identifying and implementing new proven technologies sought at growing efficiency and driving a digital first environment.

The successful incumbent will be a highly effective communicator, regularly engaging Bose senior executives on all aspects and functions of Customer Care Operations while encouraging their team in developing and detailing best practices in the performance of all duties and responsibilities.

Primary responsibilities

• Work with Senior Leaders to develop and implement strategic objectives.
• Identifying and evaluating state-of-the-art technologies.
• Work with 3rd Party Vendors and internal stakeholders to deliver an outstanding experience.
• Create and contribute information and analysis to organizational strategic plans and reviews.
• Maintain and build professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices.
• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every contact.
• Manage metrics, ensure customer satisfaction, and review statistical performance levels.
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
• Drive a culture of that embrace change and continuous improvement.
• Develop and maintain the SLA’s, with the intention of increasing satisfaction for the organization.
• Develop an overall Strategic Roadmap that enables better service and quality, and cost reduction with key channels including Contact Center and Digital
• Initiate innovative programs that allow Bose to increase the overall brand and effectiveness of channels.
• Lead Digital Transformation in the Post Purchase experience – onboarding, use & satisfaction, and loyalty building.
• Increase Digital Self Service and provide leadership to enable the organization to become Digital First
• Focus on moving from Reactive to Predictive and expanding new messaging channels.
• Grow and support a rapidly growing E-commerce business by building out a team to drive operations, escalations, knowledge management and collaborate closely with E-commerce leadership.
• 25%+ travel required; International
• Language skills: English; any additional languages would be beneficial.

Experiences & Skills:

• Minimum 15 years of extensive experiences in managing operational customer service teams.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting across the enterprise.
• Established track record of exceeding targets, KPIs and SLAs
• Proven influencing and persuasion and relationship management at senior and strategic level.
• Ability to develop strategy, make recommendations, influence, and persuade senior management and cross functional teams.
• Think/plan strategically and execute tactically.
• Demonstrate ability to motivate and develop global teams and communicate with others at all levels.
• BA degree required.

Location: Framingham, MA – 3 days/week required

Bose Corporation