Senior Manager Customer Support

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 outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you'll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Staefa, Switzerland

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
• 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

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.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.