Director Customer Success Operations

Vor 4 Tagen

Stäfa, Zürich, Schweiz Sonova AG Vollzeit CHF 80'000 - CHF 120'000 pro Jahr

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.

  • Director Customer Success Operations

    Vor 2 Tagen

    Stäfa, Zürich, Schweiz Sonova Group Vollzeit CHF 80'000 - CHF 120'000 pro Jahr

    Who 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...

  • Senior Manager Customer Support

    Vor 4 Tagen

    Stäfa, Zürich, Schweiz Sonova AG Vollzeit CHF 80'000 - CHF 120'000 pro Jahr

    Purpose 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...

  • Senior Manager Customer Support

    Vor 2 Tagen

    Stäfa, Zürich, Schweiz Sonova Group Vollzeit CHF 80'000 - CHF 120'000 pro Jahr

    Who 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...

  • Production and Operations

    vor 2 Wochen

    Stäfa, Zürich, Schweiz Lumiphase Vollzeit CHF 85'000 - CHF 115'000 pro Jahr

    We 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 ownershipThis role is ideal for...

  • Production and Operations

    vor 2 Wochen

    Stäfa, Zürich, Schweiz Lumiphase Vollzeit CHF 90'000 - CHF 120'000 pro Jahr

    We 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...

  • Equipment Specialist in MEMS Production

    vor 2 Wochen

    Stäfa, Zürich, Schweiz Sensirion Vollzeit CHF 60'000 - CHF 90'000 pro Jahr

    TeamOperations & ProductionPositionProfessionalsLocationStäfa, SwitzerlandCalculate routeJob notificationsReceive notifications for similar positions.Incorrect email addressShareDo you want to make an impact and take responsibility at the market leader in sensor technology? Then contribute to Sensirion's success with your experience.What you...

  • MEMS Process Integration Manager • 80

    vor 3 Stunden

    Stäfa, Zürich, Schweiz Sensirion Vollzeit

    What You MoveWith your expertise and experience, you will continuously develop and optimize our production processesYou will take technical responsibility for MEMS processing within part of our product portfolioYou will be a key driver for continuous improvement, yield optimization, and throughput enhancementYou will act as a central interface within MEMS...

  • Quality Manager Automotive/Industrial • 80-100

    vor 2 Stunden

    Stäfa, Zürich, Schweiz Sensirion Vollzeit

    What You MoveNegotiating Quality Contracts for Industrial and Automotive Markets with customersOrganizing local certification audits and surveillance of Sensirions global audit processDriving the IATF16949 compliance of Sensrions pilot site and regular Quality Reporting to top managementManagement of system related customer requirementsWhat Awaits...

  • Hardware Test Engineer

    vor 1 Woche

    Stäfa, Zürich, Schweiz Lumiphase Vollzeit

    We are seeking an innovative and detail-oriented Hardware Test Engineer to join our team, focusing on the reliability testing and characterization of silicon photonic circuits. The ideal candidate will work at the forefront of silicon photonics technology, participating in product qualifications, developing test hardware and methodologies ensuring the...

  • Commercial Campaign Manager

    Vor 4 Tagen

    Stäfa, Zürich, Schweiz Sonova Group Vollzeit CHF 60'000 - CHF 120'000 pro Jahr

    Who 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...