Senior Manager Customer Support

Purpose of the Role

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.

Responsibilities

• 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. (if too many points, add Continuous improvement in another point and remove KPI)
• 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

Your Profile

• University degree in Business Administration, Project Management, Marketing, Communications, or related field
• 8-10 years of 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

Sabrina Bortolussi, Talent Acquisition Manager is looking forward to receiving your complete application (including cover letter, CV, references, and certificates) via our online application platform.