Senior CX Partner Manager

This role can be done from home

Building the world’s leading sound experience starts with the experience we provide for our people. That’s why we’ve been distributed from the start: initially between offices in Boston & Santa Barbara, and now with additional offices around the globe. This role can be done from any of our offices across the United States remotely from home. It’s about impact, not location.

The CSX (Customer Success and Experience) Partner Manager role will work with our global BPO (business process outsourcing) partners to support the Sonos customer base around the world.  This role requires someone with previous experience managing KPIs across multiple sites and in multiple geo-locations.  The Sonos BPO ecosystem is global, with sites located in Central America, Asia and Europe.

To achieve our goals, we need a dynamic, innovative leader in outsourced partner operations. This role will ensure a seamless customer and partner experience by effectively planning, improving processes, and building efficient partner operations focused on quality and ease of use.

You report to the Sr. Manager of Partner Operations, and work closely with CSX cross-functional stakeholders in PMO, Enablement, Engineering, Quality and Content/Training providing actionable feedback around what is working and what needs to be improved. The role is responsible for the seamless customer and partner experience, planning, process and partner operations management, designing, building and managing efficient partner operations with a focus on continuous improvement. 

What You’ll Do

Performance Management

• Manage and monitor the performance of external contact center partners, ensuring that service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations are consistently met or exceeded.

• Conduct regular performance reviews with contact center partners, providing feedback, identifying performance gaps, and recommending corrective actions as necessary.

• Collaborate with partners to set achievable performance targets and drive accountability for meeting or exceeding goals.

• Assist partner workforce management to build accurate performance opportunities that reflect our vision and goals

• Align, calibrate, and ensure high quality standards at an individual and team level by creating or supporting structural feedback loops and improvement plans.

• Drive collaboration with the quality team to ensure frequent calibration sessions and identify training opportunities.

• Drive process adherence and corrective action plans

• Promote capturing of lessons learned in support of continuous improvement.

• Proactively communicate customer and agent impacting changes. Develop strong relationships with regional and support teams to anticipate, plan, and respond effectively. 

Partnering

• Build and maintain strong, collaborative relationships with partner teams to ensure smooth operations and effective communication.

• Act as the main point of contact between the internal team and external partners for performance-related issues and escalations.

• Coordinate with other departments (e.g., training, quality assurance, and IT) to ensure that performance objectives are aligned across the organization.

• Ensure that partner operations comply with company policies, regulatory requirements, and quality standards.
   

What You’ll Need

Basic Qualifications: 

• 7+ years of experience successfully managing outsourced technical support in a near-shore/off-shore environment in a fast paced  environment

• Proficient in contact center technologies, including workforce management systems, CRM tools, and reporting software.

• In Depth understanding of quality management and ability to partner internally and externally to drive Quality KPIs 

• Experience with data analysis, reporting, and performance improvement strategies.

• Leadership experience and highly analytical with the ability to create performance improvement plans and oversee the execution of it

• Ability to work cross functionally, in a collaborative style, while having great communication and interpersonal skills.

• Drive execution of our goals, leveraging CSX functions as well as partner capabilities

• Proven track record in managing and improving contact center (partner) relationships

• Excellent listening and direct communication skills

• High ethical standards aligned with Sonos values.

• Ability to work under pressure and manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Experience with Six Sigma, Agile, or other process improvement methodologies.

• Familiarity with quality management systems and continuous improvement frameworks.

• Knowledge of customer service best practices and trends.

Research shows that some candidates may not apply for roles if they don't meet all the criteria. If you don’t have 100% of the skills listed, we strongly encourage you to apply if interested.

Visa Sponsorship Language: All US based job postings should include the following approved visa sponsorship statement after the Preferred Qualifications section and Inclusive statement. 

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Your profile will be reviewed and you'll hear from us once we have an update. At Sonos we take the time to hire right and appreciate your patience.

The base pay range for this role based off geographic location is:

The specific pay offered will depend on the candidate’s geographic location, as well as qualifications and experience. We apply geographic pay differentials based on the cost of labor in the market.  Employees in high-cost locations may be compensated at the upper end of the range, while those in medium or low cost markets may be compensated at the lower end of  the range. Your recruiter can provide more details about the specific salary range for your location during the hiring process. 

Please note that compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits.

We also offer a comprehensive benefits program with choice and flexibility in mind to help support the health, wealth, and overall well-being of our employees. Regular full time employees in the US are eligible for benefits on day one, including:

• Medical, Dental, and Vision Insurance

• A 401(k) plan with company matching and immediate vesting

• An Open Time Off policy (OTO) so you have maximum opportunity to disconnect and recharge, with no tenure-based vacation accruals required

• 80 hours of sick time upon hire, refreshed annually

• Up to 12 paid holidays per calendar year

• Sonos offers a generous paid leave program for new parents or to care for a family member with a serious health condition, as well as short- and long-term disability for your own medical condition

• Company-paid Disability, Life, and AD&D Insurance

• Voluntary benefits, including Voluntary Life, AD&D, Accident, and Pet Insurance

• Mental health benefits to support your holistic well-being

• A generous employee discount program & Sonos Radio HD - on us!

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

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.

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 [email protected] and let us know the nature of your request and your contact information.