Continuous Improvement Manager, Quality Assurance, CX
Company: Sonos Inc
Location: Los Angeles
Posted on: March 19, 2023
Job Description:
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.At Sonos we want to create the
ultimate listening experience, and we know that has to start by
listening to our customers and 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 deliver
the best work of their lives.The CX Quality Assurance team sets out
to strategically work toward closing the gap between experience and
expectation to facilitate world-class customer experiences while
supporting Sonos objectives. The CX Quality CI Manager will play a
key role in being a catalyst for change by creating and maintaining
a strong and long-lasting culture of continuous improvement. The
ideal candidate is a seasoned Quality leader with prior experience
driving change utilizing Lean/Six Sigma principles. They are
passionate about seeking out and developing strategic enhancement
opportunities with their deep understanding of quality improvement
methodologies.Reporting to the CX QA Director and working closely
with the CX teams, this position will be responsible for driving
continuous improvement through end to end collaboration with
internal teams and external partners.What you'll do:
- Bring sources of QA-derived data together to holistically tell
the story and develop strategic enhancement opportunities in
collaboration with our internal and external teams
- Drive corrective and preventative actions utilizing your
proficiency with quality improvement methodologies
- Support the investigation of shortfalls, issues, and complaints
in current operations
- Establish norms and standards of organizational protocols (e.g.
SOP Development)
- Actively monitor QA driven projects to identify risks and
foresee potential issues to offer solutions in advance (emphasis on
Change Management across org)
- Effectively communicate ideas and opinions to other members of
management
- Oversight of CX QA change initiatives from evolution/efficiency
identification through to project delivery via internal governance
and controls
- Lead post implementation reviews to ensure successful delivery
has been achieved and scale similar improvement in a repeatable
manner across the organization
- Possess the ability to provide CI training, coaching and
mentoring to all levels of the organization
- Assist in the development and implementation of a
'best-in-class' continuous improvement strategy
- Lead and facilitate LEAN/process improvement based workshops to
drive ideas and solutionsWhat You'll NeedResearch 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.
- Proficient knowledge of Operational Excellence, Continuous
Improvement and Change Management
- Experience in designing or implementing a framework of
continuous improvement
- Bachelor's degree (Advanced degree preferred) with 5+ years of
proven CI analytical experience
- Ability to summarize issues and communicate results to other
groups
- Lean Six Sigma black belt- green belt and/or significant
Quality methodologies training and experience
- Ability to effectively develop relationships with individuals
at all levels of the business and demonstrates strong interpersonal
connections
- Effective communication skills, including training /
facilitation / presentation skills; must work effectively with all
levels of management and team members
- Experience developing and managing policies and procedures that
affect global processes and operations
- Proven planning and organizational skills
- Quality and results oriented mindset
- Ability to effectively manage multiple priorities
simultaneously
- Ability to work in a team environment synchronously and
asynchronously
- Demonstrated curiosity, creativity and innovation in approaches
to business operations#LI-RemoteWe consider a wide range of factors
when determining compensation, which may cause compensation to vary
depending on your skills, experience and qualifications. This job
is also eligible for discretionary bonuses as well as an
opportunity to become a Sonos shareholder because all full time
employees are eligible for stock grants. The minimum base pay may
be modified in the future based on changing market conditions. The
starting minimum base pay for this role is:$114,000We offer a
comprehensive package of benefits including open time off,
medical/dental/vision insurance, 401(k), and other benefits subject
to eligibility requirements.Note: No amount of pay is considered to
be wages or compensation until such amount is earned, vested, and
determinable. The amount and availability of any bonus, benefits,
or any other form of compensation and benefits that are allocable
to a particular employee remains in the Company's sole discretion
unless and until paid and may be modified at the Company's sole
discretion, consistent with the law.Your profile will be reviewed
and you'll hear from us once we have an update. At Sonos we take
the time to hire right and appreciate your patience.Notice to U.S.
Job Applicants: Sonos is an equal opportunity employer. We evaluate
qualified applicants without regard to race, color, religion, sex,
sexual orientation, gender identity, national origin, disability,
veteran status, and other legally protected characteristics.
Follow the links to review the EEO is the Law poster and its
supplement. The pay transparency policy is available here. Sonos 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
employment process, please send an e-mail to
accommodations@sonos.com and let us know the nature of your request
and your contact information.
Keywords: Sonos Inc, Los Angeles , Continuous Improvement Manager, Quality Assurance, CX, Executive , Los Angeles, California
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