Head of Customer Experience at Sonos Inc in Santa Barbara, California

Job Description:

LOCATION: East Coast/Boston preferred, Seattle/Santa Barbara and other US locations considered

At Sonos we want to create the ultimate listening experience, and we know that has to start by listening to our customers and listening to each other. As part of the Sonos team, you ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do to the best work of their lives.

The Head of Customer Experience will help ensure customers are the center of gravity for Sonos planning and execution. This leader will guide the global Customer Experience team to further strengthen the relationship between Sonos and our customers.

The Customer Experience team envisions delivering a best in class experience that benefits our brand promise by proactively understanding, supporting and communicating with each customer as an individual. We predict and prevent gaps in our customer s experience with Sonos before they occur and proactively and efficiently guide experience improvements, showing up when and where customers need us without them having to ask. The teams provide the insights and platform to deliver a world-class experience across customer touch points.

Our Head of Customer experience will have a proven track record of leading global Customer Experience organizations through significant transformation. This leader knows that a great customer experience has to align with customer expectations and goals and welcomes the challenge of defining, providing, evolving and operating a customer experience service and operation at scale. You ve seen a lot in your years of experience managing large global teams with operational discipline and you welcome the challenge of staying on your own learning edge. You know how to take advantage of advancements in technology but always in service of the customer. You have driven the transformation of customer services organizations and you re energized to do it again. You enjoy digging into complex problems and developing a diverse organization that does the same.

WHAT YOU LL DO

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You will drive digital transformation of Sonos' global customer support function and establish Customer Experience support as a value proposition for Sonos. You will think and lead holistically while making continual progress with customer-alignment on every level of Sonos.
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You will lead the Customer Experience digital business transformation and apply your deep understanding of technology to continually adapt and modernize our approach to customer experience
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You will inspire your team, set a vision and lead the team through change while holding yourself and others accountable
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You will shape the future of Sonos by partnering with the Product and Go-to-Market teams, presenting relevant information to these teams to influence the way they think about their roadmaps
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You will be the voice of the consumer and will continuously drive a customer-centric agenda at Sonos. Your team will operate as a center of excellence, ensuring that our Partner support teams are set up for success
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You will influence all levels and functions of the organization, including but not limited to the Executive Leadership team, Product and Go-to-Market to ensure that Sonos continues to take a holistic approach to Customer Experience
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You will constantly evolve the definition of success relative to efficiency and effectiveness, building insights through collecting, summarizing, and analyzing data and trends to more effectively manage the Customer Experience organization
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You will lead a diverse, global team and provide coaching and guidance with an emphasis on development and career growth

SKILLS YOU LL NEED

BASIC QUALIFICATIONS:

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15+ years experience in the customer experience space, managing large global teams with proven expertise leading through significant change and digital business transformation

PREFERRED QUALIFICATIONS

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Senior level experience leading a customer service function for a technology company that has multiple business models and customer segments
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Customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum
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Experience building trusted relationships and influencing others at the highest level of a multi-discipline organization
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Ability to manage diverse efforts synergies, and ability to navigate ambiguity and change with an entrepreneurial mindset
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Demonstrated success engaging and inspiring global teams, both in-house and third-party, and managing complex cross-functional projects
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Ability to see from the customer point of view and champion that view across the company
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Ability to shift from developing high level strategies to effective execution, influencing at every level, and driving decisions through appropriate collaboration
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Effective communicator, able to convey complex ideas in a clear, concise manner; comfortable in business and technical discussion
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Work experience in multiple P&L units or multiple functional areas, such as marketing, quality, service.
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Ability to build insights and drive change through data collection to more effectively manage the business, training, KPIs.
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Embodies and leads from Sonos behaviors of respect, collaboration, transparency and ownership. Inspires followers who do the same.

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(https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) and its supplement (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf). The pay transparency policy is available here- https://www.dol.gov/ofccp/pdf/pay-transp_unformattedESQA508c.pdf. 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 accommodations@sonos.com and let us know the nature of your request and your contact information.

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