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

The Ecommerce Payment Operations & Innovation Manager is responsible for the day-to-day performance and operational excellence of the ecommerce experience across the full customer journey while also driving continuous improvement through innovation pilot programs and emerging technologies.

This role owns end-to-end ecommerce operationsincluding site performance payments inventory readiness order management delivery and post-purchase experienceand ensures a seamless frictionless path to purchase for customers.

In addition this role leads the identification testing and scaling of innovative solutions (including AI and emerging capabilities) to reduce customer friction improve operational efficiency and unlock new value. Acting as a bridge between Operations Product and Technology this role incubates early-stage ideas and pilots in coordination with stakeholders before transitioning successful initiatives into formal product or roadmap pipelines.

This role partners closely with cross-functional teamsincluding Technology Product Marketing Merchandising Supply Chain Finance Customer Support and external vendorsto proactively identify and resolve customer friction. A strong focus is placed on Voice of Customer (VoC) insights and inventory health to ensure demand generation availability and execution are tightly aligned.

Key Responsibilities

Ecommerce Operations & Customer Experience

• Own daily ecommerce operational performance across the end-to-end customer journey including site availability and performance checkout and payment processing inventory availability order fulfillment delivery and post-purchase experience.
• Ensure operational readiness for promotions launches and campaigns by coordinating inventory site performance and fulfillment capabilities.
• Lead incident response for ecommerce disruptions including customer impact assessment cross-functional coordination and root cause analysis.
• Continuously identify and eliminate customer friction to improve conversion satisfaction and retention.

Cross-Functional Coordination

• Act as the operational hub between Technology Product Marketing Merchandising Supply Chain Customer Support and Finance to ensure a consistent frictionless customer experience.
• Facilitate regular cross-functional reviews focused on operational performance customer experience risks and upcoming initiatives.
• Translate operational constraints and customer insights into clear recommendations that inform roadmap planning and go-to-market execution.

Voice of Customer (VoC) & Friction Reduction

• Regularly review and analyze Voice of Customer inputs (e.g. customer support contacts reviews surveys NPS CSAT) to identify recurring friction points and unmet needs.
• Partner with Customer Support Product and UX teams to prioritize and resolve customer experience issues impacting conversion checkout delivery or satisfaction.
• Track and report on VoC-driven improvements and their impact on ecommerce KPIs.
• Use VoC insights as a primary input for identifying innovation and pilot opportunities.

Inventory & Availability Management

• Partner with Merchandising and Supply Chain teams to ensure inventory accuracy availability and alignment with ecommerce demand.
• Monitor inventory-related KPIs (e.g. out-of-stock rates backorders cancellations) and proactively address risks to conversion and customer satisfaction.
• Ensure inventory readiness and visibility are integrated into operational planning for launches promotions and peak periods.

End-to-End KPI Ownership

• Define track and communicate end-to-end ecommerce KPIs with a strong customer-centric focus (e.g. conversion rate checkout success payment authorization inventory availability order accuracy delivery SLAs returns CSAT).
• Collaborate with Analytics and Technology teams to maintain accurate dashboards and performance reporting.
• Use performance data to identify trends surface risks and drive both operational improvements and innovation priorities.

Vendor & Partner Management

• Own operational performance management for key ecommerce vendors including payment providers fulfillment partners and delivery carriers.
• Define and manage vendor KPIs and SLAs aligned to customer experience and operational goals.
• Lead Quarterly Business Reviews (QBRs) including performance reviews root cause discussions and improvement roadmaps.
• Partner with Procurement and Legal on vendor governance escalations and renewals.

Innovation Pilots & AI-Driven Continuous Improvement

• Identify scope and lead pilot initiatives aimed at reducing customer friction improving operational efficiency or enhancing the ecommerce experience.
• Partner with Technology Product Data and external vendors to explore and test emerging capabilities including AI-driven solutions (e.g. personalization automation payment optimization support tooling).
• Define clear success criteria KPIs and measurement frameworks for all pilots and experiments.
• Execute pilots end-to-end from concept through testing iteration and performance evaluation.
• Translate pilot results into actionable recommendations to scale refine or sunset initiatives.
• Coordinate with Product and Technology teams to transition successful pilots into formal product roadmaps or operational processes.
• Establish lightweight experimentation frameworks to enable rapid low-risk testing in live or controlled environments.

Continuous Improvement & Operational Excellence

• Identify and implement process improvements to reduce customer friction improve reliability and scale ecommerce operations efficiently.
• Document and maintain standard operating procedures playbooks and escalation paths.
• Champion a culture of continuous improvement experimentation and accountability across teams and partners.
• Balance short-term operational fixes with longer-term scalable solutions.

Qualifications & Experience

• 5 years of experience in ecommerce operations digital operations or related roles.
• Demonstrated experience managing end-to-end ecommerce operations with close coordination across functions.
• Experience leading or contributing to pilot initiatives experimentation or innovation programs.
• Strong experience leveraging VoC insights and operational data to improve customer experience and conversion.
• Proven ability to define track and act on operational KPIs and SLAs.
• Experience managing external vendors and leading QBRs.
• Strong analytical communication and stakeholder management skills.
• Customer-first mindset with a bias toward action and continuous improvement.

#LI-SS1

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.