• Locations
    • Washington, DC
    • California, US
    • Massachusetts, US
    • Boston
    • Seattle
    • Santa Barbara, CA
  • Date Posted
  • Jun. 29, 2021
  • Function
  • Product Engineering
  • Sector
  • Entertainment

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.

Sonos is looking for an exceptional Senior Product Manager to drive change in our business processes and enterprise applications. You will be working in one or more of the following domains: Customer Experience, Recurring Revenue, or Issue-to-Resolution. The stronger your experience in these process areas, the better equipped you will be for success.  This is a hands-on role with a combination of product management/business analysis and project management responsibilities.

The ideal candidate will have a passion for working with a wide range of stakeholders to understand what makes their business tick, the challenges they face, and the opportunities they want to pursue. This person will also need to be experienced in managing enterprise business systems to immediately recognize the technical constraints that influence solution options. A background in the Salesforce platform (Service Cloud, Sales Cloud, Commerce Cloud, etc) is preferred. A proven track record of delivering successful implementations of processes and platforms is required.

What You’ll Do:

  • Partner with multiple stakeholders to understand their needs, align expectations, and define a product roadmap
  • Work with business partners to understand and design end to end business processes
  • Define and implement new systems, capabilities, and processes to optimally support the business
  • Lead projects, manage scope; oversee schedules (internal or vendor) to ensure on-target project delivery
  • Provide detailed specifications to the development team for customizations, integrations and reporting
  • Generate and organize documentation for proposed or implemented changes to systems / business processes

What You’ll Need:

Basic Qualifications:

  • 6+ years of direct experience as a BSA or Product Manager with increasing scope and complexity
  • 6+ years’ experience working in enterprise information technology
  • Strong organizational, leadership, and problem solving abilities
  • Excellent communications skills and ability to build strong relationships
  • Extensive experience with service center operations / customer experience systems (e.g. Salesforce Service Cloud) in an omni-channel environment
  • Experience managing a complex product experience involving the integration of multiple capabilities and technologies (e.g. Console + Chat + Knowledge)
  • Well versed in running large scale projects while balancing delivery of day-to-day operational requests from the business
  • Strong program / project management skills and ability to successfully manage across functions
  • Ability to create clarity out of ambiguity and chart the path forward

Preferred Qualifications:

  • Exposure to and understanding of KCS methodology / best practices
  • Proven track record of analyzing and optimizing agent workflows and click paths
  • Experience working with Machine Learning systems (e.g. Salesforce Einstein implementations for ChatBot, Next Best Actions, etc)
  • In depth understanding of scaled agile framework(s)
  • Advanced familiarity with the Atlassian stack (Jira, Confluence, etc)