Job Description: • 2-minute read •
The successful candidate will leads global customer and product support functions for Bose Corporation. Responsible for support strategies, policies, and programs globally for post sales activities. Primary focus on delivering a consistently exceptional customer experience through digital channels, contact centers, and wherever the brand is sold. Create customer advocacy while maintaining long-term profitable growth
Primary Responsibilities:
Determine digital support strategy.
Align plan with product roadmap and customer journey plans.
Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to customers
Manages all facets of the global organization, defines and develops a customer contact strategy
Liaises between customers, product category management, manufacturing, sales, legal and finance to resolve issues, and develop new policies and procedures.
Analyzes operational processes, escalation procedures and performs needs assessments for identifying opportunities for service delivery improvements and value add to the customer.
Selects, develops, and evaluates personnel to ensure the effective and efficient operation of the function.
Benchmark with market leaders and expert services to identify experience and financial goals
Oversight management of internal and outsourced contract centers, multi-language, and multi-regional.
Ensures operational key performance indicators with clear goals in place, visible and aligned with the overarching strategy
10-25% travel required
Skills Knowledge and Skills:
Digital/Online Customer Service
In-depth knowledge of running multiple outsourced contact centers
Excellent leadership, collaboration and communication skills
Analytical and process-oriented
International
Language skills: English; any additional languages would be beneficial
Education Minimum of 15 years’ experience in building and operating successful customer service organization
7-10 Building and leading digital/online customer service operations
Experience in consumer electronic industry; hardware and software
Experience leading a global organization
Bachelor degree in business or technical discipline
Master degree / MBA required
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
The successful candidate will leads global customer and product support functions for Bose Corporation. Responsible for support strategies, policies, and programs globally for post sales activities. Primary focus on delivering a consistently exceptional customer experience through digital channels, contact centers, and wherever the brand is sold. Create customer advocacy while maintaining long-term profitable growth
Determine digital support strategy.
Align plan with product roadmap and customer journey plans.
Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to customers
Manages all facets of the global organization, defines and develops a customer contact strategy
Liaises between customers, product category management, manufacturing, sales, legal and finance to resolve issues, and develop new policies and procedures.
Analyzes operational processes, escalation procedures and performs needs assessments for identifying opportunities for service delivery improvements and value add to the customer.
Selects, develops, and evaluates personnel to ensure the effective and efficient operation of the function.
Benchmark with market leaders and expert services to identify experience and financial goals
Oversight management of internal and outsourced contract centers, multi-language, and multi-regional.
Ensures operational key performance indicators with clear goals in place, visible and aligned with the overarching strategy
10-25% travel required
Skills Knowledge and Skills:
Digital/Online Customer Service
In-depth knowledge of running multiple outsourced contact centers
Excellent leadership, collaboration and communication skills
Analytical and process-oriented
International
Language skills: English; any additional languages would be beneficial
Education Minimum of 15 years’ experience in building and operating successful customer service organization
7-10 Building and leading digital/online customer service operations
Experience in consumer electronic industry; hardware and software
Experience leading a global organization
Bachelor degree in business or technical discipline
Master degree / MBA required
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
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