Job Information
Bose Digital Support Experience Manager in Framingham, Massachusetts
Job Description
You know the moment. It’s the first notes of that song you love, the intro to your favorite movie, or simply the sound of someone you love saying “hello.” It’s in these moments that sound matters most.
At Bose, we believe sound is the most powerful force on earth. We’ve dedicated ourselves to improving it for nearly 60 years. And we’re passionate down to our bones about making whatever you’re listening to a little more magical.
The Digital Support Experience Manager is an exciting opportunity to lead the Customer Support Digital Experience team at Bose. A value- and revenue driven team, developing cohesive pre- and post-purchase multi-channel customer experiences to optimally service Bose customers. Showing up in the moment for customers during their purchase journey with sales chat and conversational commerce, maximizing product value extraction through outbound communications, enabling frictionless onboarding, promote timely retention offers, and leverage low-effort self-service experiences. Key results include driving CSAT, NPS, deflection and revenue.
Digital is a key growth area with Global Customer Service, and you will be responsible for leading a team focused on driving Service Business performance to achieve a cohesive and optimal experience for our customer segments across touchpoints. Understanding the key interactions in the customer lifecycle and drive relevant improvements to existing journeys, as well as identifying, implementing, and iterating on new customer journeys. Delivering sustainable growth by transforming our digital products and services through the use of new technology were applicable.
The right candidate will have solid operational business acumen, an innovative spirit in the pursuit of providing the best Customer Support Experience possible across the globe. Responsible for the entire life cycle management of a technology digital product or type, including purpose, definition, design, planning, development, prototyping and testing. Applies design thinking techniques e.g., user stories, wireframing, prototyping in order to define product features; develops the roadmap based on effort sizing and overall value to the business. Frequently touches base with development teams and the business for sprint reviews. Typically uses team scrum, agile development techniques continuous delivery, field trials and tools for team collaboration, product testing, issue tracking and backlog management.
Primary Responsibilities:
Provide leadership, set goals, manage resource budget and support direct reports or project team members to achieve targets
Drive omni-channel journey strategy and roadmap to enable impactful low-effort support experiences to drive Bose customer success
Analyze digital customer behavior- and performance data, leverage customer insights and (market) research to drive higher CSAT, NPS, deflection and revenue attainment towards goals.
Grow customer engagement across digital support touchpoints, maximizing opportunities
Identify and drive initiatives to improve our (digital) Service journeys
Lead continuous improvement plans, supporting the business on the assessment and prioritization of business cases for technology investments
Collaborate with Product Owners to coordinate capability/experience delivery, timing, objectives, and project goals
Assist in analyzing and improving customer loyalty, advocacy, and retention behaviors across key segments to inform business decisions
Assist in evolving the CRM strategy with a post purchase loyalty to repurchase lens
Background/Experience required :
Minimum of 5 years relevantexperience working with digital customer experiencesand proven strong analytical and project management skills.
Demonstrable platform experience with Salesforce Experience Cloud or Adobe Experience Manager is a plus
Fluency in English
Passionate about driving impactful customer experiences that spark customer loyalty, advocacy, and retention. You have a commercial yet customer-first mindset
Strategic thinkerand insights-driven:leveraging data and research, uncovering customer insights that identify both current and future opportunities.
You know your way around analytics-, testing-, and voice of the customer tools and know how to leveragethese sources to generate cohesive insights. Ability and willingness to adapt to new tools and strong conviction in identifying/recommending additional tools.
You are experienced at project management andknows what it takes to get things done. Ability to drive projects and ideas forward:coordinating product delivery, timing, objectives, and project goals.
You have experience with working with IT and canjump from business to technical discussions.
Strong understanding of available technologies and tools to drive customer experience improvements.
Curiosity, a can-do attitude, and the ability to learn quickly and thrive in a complex, dynamic environment.
Excellent stakeholder management, with ability to develop strong relationships and influence others - both in-person and remotely - across multiple levels of the organization.
Self-starter with outstanding organizational skills and ability to track multiple project deliverables with minimal direction.
Ability to combine strategic insight and a hands-on (can-do) attitude.
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Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. For additional information, please review: (1) the EEO is the Law Poster (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf); and (2) its Supplements (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm). Please note, the company's pay transparency is available at http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf. Bose 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 application or employment process, please send an e-mail to Wellbeing@bose.com and let us know the nature of your request and your contact information.
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We’re a company built on disruptive innovation—having the courage to challenge the status quo, an unwavering commitment to our customers, and the fundamental belief that anything is possible. We never settle; we have a passion for discovering better ways to help people enjoy the things they love. We need people like you, people with better solutions. If you join us, you’ll find the opportunity to do your best work and the freedom to enjoy it. Here, every employee has the opportunity to build their own success and contribute to ours. It’s an atmosphere of trust, collaboration, high expectations, and great reward.