Director Customer Success Operations

Purpose of the Role

The Director, Customer Success Operations drives excellence in Sonova's global customer success operations to deliver best customer experience in the industry - covering case management, order management, and service / repair management. Acting as a Global Process Owner, you will ensure standardisation, scalability, and automation while empowering local teams to deliver a better and more efficient customer-centric experiences. Through global frameworks, governance, and tools, you will enable consistent execution and flexibility to meet diverse market needs.

Responsibilities

• Define, standardise, and continuously improve global processes across case, order, and service management with customer first mindset
• Establish global governance, SLAs, and best practices ensuring process consistency and local adaptability
• Design and optimize global support models balancing scalability, efficiency, and customer satisfaction
• Define and drive innovation roadmap in customer success operations for a better customer and employee experience
• Partner with regional leaders to define, embed and adapt frameworks that align with local and global objectives
• Drive a customer-first service culture through training, coaching, and performance monitoring
• Define and track key performance metrics, ensuring global transparency and continuous improvement
• Collaborate with IT and Digital to leverage automation, AI, and analytics for operational efficiency
• Deliver measurable improvements in service quality, scalability, and cost-effectiveness

Your Profile

• University degree in Business Administration, Project Management, Marketing, Communications, or related field
• 10+ years' experience in customer operations, service, or process excellence, ideally in a global or multi-market setting
• Proven expertise in process ownership, standardisation, and scalable operations design
• Solid understanding of order management, case management, and service operations
• Experienced in leading change, engaging stakeholders, and enabling local implementation
• Analytical, data-driven mindset with a passion for continuous improvement and customer success
• Collaborative leader who thrives in multicultural, cross-functional environments
• Fluent in English with strong 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.