Senior CX Partner Manager

At Sonos we want to create the ultimate listening experience for our customers and know that it starts by 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 the best work of their lives.

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 ex