Senior Manager, Customer Support (Hybrid)

Who we are

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, through our core business brands – Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license) and Unitron – we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.

Aurora, IL (Hybrid)

Senior Manager, Customer Success

Responsible for direct management of Customer Support team within the Customer Success organization

Responsibilities:

• Provide guidance and development to direct reports, comprised of first-line managers and supervisors
• Ensure clarity around priorities and goals for the functional area, i.e. customer service or technical support
• Work across functions with peers to ensure collaboration for shared goals
• Work with Senior Leadership Team (SLT) and other peers for strategy development and execution planning 
• Facilitate MBO creation for the functional area and working with managers/supervisors to ensure the goals cascade to all team members
• 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 Sonova
• 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 products, software, services, and competition.
• Collaborate with Customer Success management team to develop meaningful and actionable metrics
• Travel up to 15%

More about you:

• HS Diploma required, bachelor's degree preferred
• Minimum 5 years of management experience
• Minimum 7 years’ experience in a customer service environment or relevant work experience
• Proven ability to manage and motivate employees
• Work Force Management, excellent computer skills, expert with Microsoft Applications, and web interface
• 2+ year SAP (or another ERP) and Sales Force.com experience required

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Don't meet all the criteria?  If you’re willing to go all in and learn we'd love to hear from you! 

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 mailto:wholesale.HR@sonova.com

 What we offer:

• Medical, dental and vision coverage*
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401k plan with company match*
• Company paid life/ad&d insurance
  • Additional supplemental life/ad&d coverage available
• Company paid Short/Long-Term Disability coverage (STD/LTD)
  • STD LTD Buy-ups available
• Accident/Hospital Indemnity coverage
• Legal/ID Theft Assistance
• PTO (or sick and vacation time), floating Diversity Day, & paid holidays*
• Paid parental bonding leave
• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
• Robust Internal Career Growth opportunities
• Tuition reimbursement
• Hearing aid discount for employees and family
• Internal social recognition platform
• D&I focused: D&I council and employee resource groups

*Plan rules/offerings dependent upon group Company/location.

This role's pay range is between: $110,000-$150,000  . This role is also bonus eligible. Compenstion based on location and experience.

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.