Senior Customer Experience Partner Manager, Sonos

• This role requires someone with previous experience managing KPIs across multiple sites and in multiple geo-locations
• 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

Desirable

• 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
• 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
• 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
• 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