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Who we are

You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.

We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.

If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.

Join Sonova. Create sense.

Aurora (IL), United States

Manager, Customer Success

Manager, Customer Success

Purpose of role: Responsible for direct management of customer service team within the Customer Success organization.

Our Offer to You:

  • Improving the quality of life of millions of people suffering from hearing loss
  • A challenging and motivating assignment as part of a dynamic team
  • Modern mindset and processes, accommodating flexible working conditions
  • Opportunities for further responsibilities and support for further training and development
  • Sonova’s outstanding opportunities and career growth

Covid Protocol:

Upholding the company values is extremely important to Sonova, we take the health and safety of our employees, patients, customers and their families very seriously. To that end, we have concluded that the best way to ensure the safety of these individuals is to mandate that all of our newly-hired employees be fully vaccinated for COVID-19. Therefore, when considering whether to apply for this position, please know that in order to become employed by Sonova (if otherwise eligible), you must provide satisfactory proof, such as a vaccine card or other documentation, that you are fully vaccinated for COVID-19. You will not be required to provide this proof unless and until you receive a formal job offer from Sonova. Please also know that Sonova will provide accommodations to qualified individuals who cannot receive the COVID-19 vaccination because of a sincerely held religious belief or due to a medical issue or pregnancy.

Main Tasks and Responsibities:

  • Accountable for leading customer service support; ensuring timely and accurate resolution of customer inquiries and concerns
  • Identify opportunities and execute change to develop a consistent, scalable, service model which is a sustainable completive advantage for Phonak
  • Act as a resource to sales, training, workforce/quality management
  • Explore opportunities to improve capacity, utilization, and drive superior customer service support.  Offer innovative solutions to issues that impact our employees and customers
  • Improve performance by raising efficiency and exploring new technology and process improvements
  • Organize staff to support workforce management administration, customer call patterns and new product introduction.  Delegation of work responsibilities
  • Collaborate and support Trainers to ensure team members are thoroughly trained, up-to-date and knowledgeable on all Phonak products, software, services and competition.
  • Work with Product Management
  • Handle escalated and complex customer inquiries/concerns
  • Manage, motivate, engage, and develop Service Team
  • Responsible for recruiting and hiring of new personnel
  • Collaborate with Customer Care management team to develop meaningful and actionable metrics



Education and Skillset:

  • HS Diploma or equivalent required, Bachelor’s Degree preferred
  • Minimum2 year of management experience
  • Minimum 5 years’ experience in a customer service environment or relevant work experience
  • Proven ability to manage and motivate employees
  • Driven, self-motivated, and results oriented
  • Passionate about servicing customers
  • Problem analysis and resolution skills
  • Strong written/verbal communication, organizational, and planning skills
  • SAP and Sales experience a plus
  • Previous experience with Work Force Management system
  • Demonstrated ability to adjust priorities and mange time in a fast paced environment


We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact


Sonova is an equal opportunity employer.

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.