Sr CSX Program 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 in Seattle, San Francisco & Paris. This role can be done from anywhere in the United States from one of our office locations or remotely from home. It’s about impact, not location.

#LI-Remote

The Program Management Office is the center of the CX organization. The team is made up of cross functional business units that support CX in a variety of ways. This is made up of Channel Management, Agent Readiness, Beta, and Partner Operations.

The Senior CX Program manager will be responsible for supporting the agent readiness for global Sonos partner contact centers. This role will work with a variety of projects and programs most notably supporting Sonos’ hardware & services updates/releases as well as general readiness projects.

What You'll Do: 

• Represent CX with product and hardware key stakeholders of all levels within Sonos, including PLT and ELT

• Work in tandem with the CX cross functional teams to help drive complete agent readiness for all updates and launches, including post launch reporting.

• Host project / program meetings and drive closure of action items

• Collaborate with the engineering team for hardware programs to ensure that there is a closed loop process on bugs and escalations.

• Work within an established project framework using confluence and Jira and maintain thorough documentation while holding stakeholders accountable. 

• Communicate out hardware and service readiness updates 

• Understand the roadmap for all Sonos products and build awareness in CX while driving prioritization among various projects and leverage data to guide/support strategy and decisions.

• Drive changes to agent tools to help support project and programs responsible for the best agent experience

• Take on adhoc readiness programs based on bandwidth and necessity

• Proactively identify risks, inefficiencies, and opportunities and adjust processes to facilitate continuous improvement. 

What You’ll Need:

• Exceptional project and program management skills

• Excellent communication skills; ability to succinctly and accurately communicate to various levels of management and employees

• The ability to hold cross functional accountability

• Jira and Confluence mastery 

• 7+ years relevant industry experience 

• Proven track record of developing mutually respectful stakeholder partnerships

• Proven program management skills, including the ability to lead the development, documentation, and execution of large-scale programs, often concurrently, including objectives and key metrics upon which a project/program will be evaluated and tracked for progress

• Extremely well organized with the ability to manage time effectively 

• Fluency in English

• Ability to work in a team environment synchronously and asynchronously 

Research shows that candidates from underrepresented backgrounds often don't 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: Sonos is unable to sponsor or take over sponsorship of an employment visa for this role at this time. We ask that applicants be authorized to work for any US employer, both now and in the future.

• Self-starter and process-driven and know how to motivate yourself and others to get things done

At Sonos we consider a wide range of factors when determining compensation, which may lead individual compensation to vary depending on job related qualifications, skills, and experience. All full time employees are eligible for merit increases, discretionary bonuses, and equity. Our job postings may span more than one career level and the base pay range may be modified in the future based on changing market conditions. The starting base pay for this role for all US candidates is between:

$148,000 and $164,000

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