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