Director, Customer and Business Operations - Audio Tech

About this role

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 Director, Customer & Business Operations – Audio Technologies is a senior leadership role responsible for defining and building the operating architecture that enables Bose’s Audio Technology business to scale as a platform-driven, B2B technology company.

Audio Technologies is evolving from a high-growth licensing business into a system-level platform that delivers integrated capabilities across partners, products, and ecosystems. This requires a fundamentally different operating model that is scalable, customer-centric, and tightly aligned across Sales, Engineering, and Customer Delivery.

Within this model, the Customer & Business Operations leader is responsible for designing and leading three critical layers: • Operating Backbone – scalable systems, processes, and governance • End-to-End Customer System – from contract through lifecycle engagement • Customer-Centric Operating Model – embedding customer experience into how the business runs, products are designed, and how technology is developed

This role sits at the intersection of business operations, customer experience, and platform execution ensuring that growth translates into repeatable, high-quality outcomes rather than fragmented or bespoke execution.

Key Responsibilities Operating Architecture & Scale • Define and maintain the end-to-end operating model across the Audio Technology business. • Establish scalable systems, processes, and governance that support licensing and platform growth while minimizing fragmentation and bespoke execution. • Determine where to leverage enterprise capabilities versus building dedicated operational layers to support speed and specialization. • Drive standardization, reuse, and operational leverage across the business.

Customer System Architecture • Design and own the full customer lifecycle architecture spanning contracting, onboarding, implementation, billing, and support. • Ensure that all customer-facing processes operate as 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.

Cross-Functional System Coherence • Partner with Sales, Engineering, Program Management, and Business Services to ensure alignment between what is sold, what is built, and what is delivered • Establish structured operating mechanisms that enable effective collaboration and decision-making across functions. • 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.

Business Operations & Systems Development • Lead the design and development of the business operations infrastructure and supporting technology stack. • Guide the creation of core operational capabilities including account and contract structures, SKU and licensing frameworks, usage tracking, billing, and revenue reporting • Ensure that operational systems support both current scale and future platform expansion.

Customer-Centricity & Experience Leadership • Define and embed a customer-centric operating model across all aspects of the business. • Develop a structured set of customer engagement and success metrics that measure the quality of the end-to-end experience. • Ensure that customer needs and feedback systematically inform process design, prioritization, and execution. • Champion customer-centric thinking across Sales, Engineering, and Operations.

Organizational Capability & Leadership • Define the long-term capability model required for Customer & Business Operations. • Build and lead a high-performing team aligned to the operating architecture. • Develop talent and organizational structures that can scale with the business.

  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 Qualifications • Experience in platform, licensing, or IP-based business models. • Experience 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.

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At Bose, you're 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: $205,300-$282,250

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