Director, Customer and Business Operations - Audio Tech

At Bose Corporation, we believe sound is the most powerful force on earth and are building a platform-driven, B2B technology company. The Director, Customer & Business Operations – Audio Technologies is a senior leadership role that defines and builds the operating architecture enabling Bose’s Audio Technology business to scale and deliver integrated capabilities across partners, products, and ecosystems. Key Responsibilities Define and maintain the end‑to‑end operating model across the Audio Technology business, establishing scalable systems, processes, and governance. Determine where to leverage enterprise capabilities versus building dedicated operational layers to support licensing and platform growth. Drive standardization, reuse, and operational leverage across the business. Design and own the full customer lifecycle architecture spanning contracting, onboarding, implementation, billing, and support, ensuring a coherent system rather than disconnected functions. Establish operating mechanisms to manage partner health, account risk, revenue accuracy, and delivery quality. Eliminate friction across the customer journey through systematic design and continuous improvement. Partner with Sales, Engineering, Program Management, and Business Services to ensure alignment between what is sold, built, and delivered. Prevent breakdowns between Sales and Engineering by creating repeatable models for deal qualification, prioritization, and execution. Serve as the operational authority for resolving system‑level inefficiencies and misalignments. Lead the design and development of the business operations infrastructure and supporting technology stack, including account and contract structures, SKU and licensing frameworks, usage tracking, billing, and revenue reporting. Define and embed a customer‑centric operating model across all aspects of the business, developing metrics to measure the quality of the end‑to‑end experience. Champion customer‑centric thinking across Sales, Engineering, and Operations. Define the long‑term capability model required for Customer & Business Operations and build a high‑performing team aligned to the operating architecture. Qualifications 10+ years of experience in business operations, customer operations, or program leadership in B2B or technology‑driven environments. Demonstrated ability to design and scale operating models in complex, cross‑functional organizations. Strong systems thinking capabilities with the ability to connect strategy, process, and execution. Proven ability to lead and influence across Sales, Engineering, and operational teams without direct authority. Experience building or managing customer lifecycle operations in platform, licensing, or technical environments. Excellent communication skills with the ability to align diverse stakeholders around a common operating model. Comfort operating in high‑growth, ambiguous environments. Preferred: Experience in platform, licensing, or IP‑based business models; building operational systems that support technical product delivery or integration; familiarity with customer lifecycle systems (CRM, billing, program management, support platforms); experience in environments transitioning from bespoke execution to scalable platforms. Equal Employment Opportunity Statement 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. Bose is committed to providing reasonable accommodations to individuals with disabilities. #J-18808-Ljbffr Bose Corporation, U.S.A