Director, Customer and Business Operations - Audio Tech
About the role
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.
Responsibilities
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.
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.
Partner with Sales, Engineering, Program Management, and Business Services to ensure alignment between what is sold, what is built, and what is delivered.
Create 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.
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.
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.
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.