Director Customer Success Operations
vor 2 Wochen
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.
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Director Customer Success Operations
Vor 5 Tagen
Stäfa, Zürich, Schweiz Sonova AG Vollzeit CHF 80'000 - CHF 120'000 pro JahrPurpose of the RoleThe 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...
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Director Customer Success Operations
Vor 3 Tagen
Stäfa, Zürich, Schweiz Sonova Group Vollzeit CHF 80'000 - CHF 120'000 pro JahrWho we are At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing...
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Senior Manager Customer Support
vor 2 Wochen
stäfa, Schweiz Sonova AG VollzeitPurpose 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...
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Senior Manager Customer Support
Vor 5 Tagen
Stäfa, Zürich, Schweiz Sonova AG Vollzeit CHF 80'000 - CHF 120'000 pro JahrPurpose of the RoleThe 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...
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Senior Manager Customer Support
Vor 3 Tagen
Stäfa, Zürich, Schweiz Sonova Group Vollzeit CHF 80'000 - CHF 120'000 pro JahrWho we are At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing...
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Production and Operations
vor 3 Wochen
Stäfa, Schweiz Lumiphase VollzeitTasks Production & Capacity Planning: Oversee daily manufacturing activities, ensuring quality, safety, and schedule compliance. Translate production plans into shift schedules, conduct capacity planning and bottleneck analysis aligned with business growth. Process Development: Ensure that fabrication processes, work instructions and SOPs fulfil production...
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Production and Operations
vor 3 Wochen
Stäfa, Schweiz Lumiphase VollzeitTasks - Production & Capacity Planning: Oversee daily manufacturing activities, ensuring quality, safety, and schedule compliance. Translate production plans into shift schedules, conduct capacity planning and bottleneck analysis aligned with business growth. - Process Development: Ensure that fabrication processes, work instructions and SOPs fulfil...
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Production and Operations
vor 3 Wochen
Stäfa, Schweiz Lumiphase VollzeitWe are a fast-growing startup at an exciting stage, moving from research and development into launching our first product on the market. As part of this transition, we are building up our production capabilities and supply chain operations—and we are looking for a hands-on, proactive individual who is eager to take full ownership This role is ideal for...
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Production and Operations
vor 2 Wochen
stäfa, Schweiz Lumiphase VollzeitWe are a fast-growing startup at an exciting stage, moving from research and development into launching our first product on the market. As part of this transition, we are building up our production capabilities and supply chain operations—and we are looking for a hands-on, proactive individual who is eager to take full ownership This role is ideal for...
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Production and Operations
Vor 2 Tagen
Stäfa, Schweiz Lumiphase VollzeitWe are a fast-growing startup at an exciting stage, moving from research and development into launching our first product on the market. As part of this transition, we are building up our production capabilities and supply chain operations—and we are looking for a hands-on, proactive individual who is eager to take full ownership This role is ideal for...
