The Senior Manager, Customer Support is responsible for designing, standardising, and continuously improving Sonova's global customer service framework. Acting as a Global Process Owner, you will define support models, structures, and governance to ensure accessible, predictable, and customer-friendly service. You will balance global consistency with local flexibility to deliver scalable, efficient, and differentiated customer experiences worldwide.
More about the role:
* Transforming customer service in how we play (systems, AI) to deliver the best customer experience
* Define and govern global customer service processes, standards, and escalation models
* Develop and maintain global SOPs, playbooks, and best practices to drive consistency across markets
* Design and optimize support structures (e.g., tiered models, remote vs. field service, multilingual capabilities)
* Design and optimize scalable support models balancing efficiency, cost, and customer satisfaction
* Partner with regional and local leaders to tailor frameworks for market-specific needs
* Embed a culture of customer centric service excellence through training, coaching, and performance management
* Establish and manage global KPIs, ensuring transparent reporting and continuous improvement
* Build scalable capabilities for customer service delivery, ensuring systems, tools, and processes are aligned across markets
* Collaborate with IT and Digital teams to implement automation, AI, and knowledge management solutions
* Continuously enhance efficiency, scalability, and service quality across global customer service operations
More about you:
* University degree in Business Administration, Project Management, Marketing, Communications, or related field
* Extensive leadership experience in global or multi-market customer service
* Proven success in designing and optimising customer support models
* Solid strategic and analytical thinker with a hands-on, entrepreneurial mindset
* Experienced in using automation and digital tools to improve service outcomes
* Skilled in stakeholder management and leading change in a matrix organiasation
* Team player who thrives in multicultural, cross-functional environments
* Fluent in English, with excellent communication and influencing skills
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.
Please note: We only consider direct applications for this position