At Bose Corporation we believe sound is the most powerful force on earth and for over 60 years we have been a company built on innovation excellence and independence. Privately owned fiercely customer-focused and driven by our values we continue to lead industries and transform lives through sound.

Today Bose Corporation is entering an exciting new era. Across multiple global Business Units and Global Functions we are shaping the future of audio technology automotive luxury and premium experiences. We invite you to join us in this transformation.

Job Description

Location:Framingham MA
Reports To:Sr. Director Luxury Operations

About the Role

We are seeking an experienced and strategic Manager of Customer Serviceto lead our customer service organization and ensure exceptional experiences at every customer touchpoint. This leader will drive service excellence implement scalable processes and develop a high-performing team that delivers customer experiences commensurate with our luxury audio brands.

Key Responsibilities

• Lead and developa team of Customer Service and Technical Support professionals to deliver best-in-class service and support.
• Establish performance standardsand KPIs to measure and improve service levels response times and customer satisfaction (CSAT NPS CES etc.).
• Design and implement scalable processesthat enhance efficiency and consistency across all customer interactionsphone email chat and digital self-service platforms.
• Collaborate cross-functionallywith Operations Sales and Product/Service teams to resolve escalations and drive continuous improvement in the customer experience.
• Leverage data and analyticsto identify trends root causes and opportunities for improvement in service delivery.
• Champion customer advocacy using feedback to influence business decisions and enhance the overall customer journey.
• Oversee training and quality programsto ensure the team maintains deep product knowledge and strong communication skills.
• Manage technology tools(CRM ticketing systems dashboards) to optimize team performance and reporting.
• Drive a culture of accountability empathy and operational excellencewithin the customer service organization.

Qualifications

• Bachelors degree in Business Communications or related field preferred.
• 7 years of progressive customer service leadership experience.
• Proven success improving customer satisfaction and operational metrics.
• Strong analytical organizational and communication skills.
• Experience with CRM/ticketing systems (e.g. Salesforce Zendesk Hubspot).
• Demonstrated ability to manage change scale operations and build cohesive motivated teams.

At Bose youre inspired to be and do your best and are rewarded for your unique talents! Our compensation is thoughtfully tailored to your skills experience education and location and goes beyond base salary. The hiring range for this position in the primary work location of Framingham Massachusetts is: $99400-$ hiring range for other Bose work locations may vary. In addition to competitive base pay we offer rewards including bonus programs comprehensive health and welfare benefits a 401(k) plan plus exclusive perks designed to support your wellbeing and a generous employee discount where you can immerse yourself in our products and experiences. We are a proudly independent companydriven by purpose guided by our values and united by a belief in the power of sound. As the world leader in audio experiences were creating whats nextpushing boundaries and delivering transformative sound experiences for people everywhere. Join us and make your next career move a mic-drop. Lets Make Waves.

Bose is an equal opportunity employer. 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. The EEOCs Know Your Rights: Workplace discrimination is illegal Poster is available here: Bose is committed to providing reasonable accommodations to individuals with disabilities. If you require reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please direct your inquiries to Please include Application Accommodation Request in the subject of the email.

Our goal is to create an atmosphere where every candidate feels supported and empowered in the interviewing process. Diversity and inclusion are integral to our success and we believe that providing reasonable accommodation is not only a legal obligation but also a fundamental aspect of our commitment to being an employer of choice. We recognize that individuals may have different needs and requirements based on their abilities and we provide reasonable accommodations to ensure ideal conditions are met during the application process.