Senior Manager Customer Experience Operations (m/f/d)

Drive the transformation of Sonova's end-to-end order management experience

At Sonova, we're committed to delivering exceptional experiences at every stage of the customer journey. As part of our Customer Experience Operations team, you'll play a key role in transforming our end-to-end order management landscape, helping shape how we deliver a seamless customer experience across global markets.

In this strategic role, you'll lead complex transformation initiatives across the order management lifecycle - from customer order through delivery and after-sales support. Working at the intersection of Business, IT, Digital and eCommerce, you'll translate business needs into scalable operational solutions, turning strategic priorities into tangible improvements that accelerate digital transformation, simplify operations and enhance the customer experience.

More about the role

• Shape, design and lead end-to-end transformation initiatives across the order management lifecycle, from concept through successful implementation.


• Identify and deliver process improvements that enhance customer experience, operational efficiency and business performance through process optimization, automation and improved data quality.


• Lead complex cross-functional projects, driving stakeholder alignment, governance, execution excellence and successful adoption of new processes and solutions across global markets.


• Partner with Business, IT, Digital and eCommerce teams to simplify, standardize and digitize operational processes, creating a seamless and efficient order management experience.


• Translate strategic objectives into scalable operational solutions by balancing priorities, connecting cross-functional teams and driving informed decision-making throughout project delivery.


• Drive value realization by ensuring transformation initiatives deliver measurable improvements in digital adoption, process efficiency and customer experience.


• Contribute to the continuous evolution of Customer Experience Operations by strengthening global frameworks, standards and ways of working that enable sustainable operational excellence.
   

More about you

Must have

• University degree in Business Administration, Operations, Supply Chain or a related field.


• 6+ years of experience in operations, business transformation, project management or continuous improvement within a complex business environment.


• Strong business acumen with the ability to translate strategic objectives into scalable operational solutions and successfully drive execution.


• Proven experience leading complex cross-functional projects and influencing stakeholders across international matrix organizations.


• Solid understanding of end-to-end order management and customer operations, including after-sales processes.


• Experience within the hearing care or medical device industry, or another highly regulated and operationally complex environment.


• Analytical, data-driven mindset with strong problem-solving skills and a passion for improving customer experience and operational excellence.


• Interest in AI and digital solutions, with the ability to identify opportunities for process improvement, automation and smarter ways of working.


• Excellent communication and stakeholder management skills, with the ability to influence, prioritize and drive alignment across all organizational levels.


• Fluent English skills.
   

Nice to have

• Knowledge of Lean methodologies and/or PMP (PMI) certification.


• Experience with process mapping and business process improvement initiatives.
   

More about what we offer

As one of the world’s leading hearing care providers headquartered in Switzerland, we’re committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work, through our flexible hybrid working model. We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans. 

Application process

Magdalena Suszek, Talent Acquisition Partner, is looking forward to receiving your application via our online job application platform, including your CV and cover letter. For this vacancy, only direct applications will be considered.