Sr. Manager, Business Process and Continuous Improvement

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 

Sr. Manager, Business Process and Continuous Improvement 

The Senior Manager, Business Process and Continuous Improvement will lead strategic initiatives to optimize processes, enhance operational capacity, and elevate the customer experience across all Customer Success functions. This role will drive efficiency through continuous improvement in telephony, systems integration, SLA management, and workflow automation, ensuring scalability and seamless execution. 

As a hands-on leader, this position will collaborate with frontline teams and senior leadership to implement measurable improvements, eliminate inefficiencies, and create a frictionless customer journey. By leveraging methodologies such as Value Stream Mapping, Kaizen, A3PS, and Design for Lean Six Sigma, the role will identify and unlock improvement opportunities, partnering with department leaders to drive sustainable change. Additionally, this position will provide leadership, support, and project management to implement tools and frameworks that enhance operational excellence across the Customer Success organization. 

This role is critical to scaling Customer Success operations, driving efficiency gains, and ensuring best-in-class customer experience. The ideal candidate will balance hands-on execution with strategic thinking, leading the transformation of processes, systems, and SLAs to create a more agile and customer-focused organization. 

Responsibilities:  

• Drive a culture of Continuous Improvement through education, coaching, and leadership. 

• Develop Kaizen teams and a visual management framework for efficiency gains. 

• Optimize telephony, case management, SLAs, and workflows to maximize capacity. 

• Implement data-driven, technology-enabled process improvements. 

• Collaborate with IT, Operations, and CS to enhance service quality. 

• Improve CSAT, NPS, and SLAs by eliminating customer journey pain points. 

• Lead cross-functional initiatives to drive efficiency and customer experience. 

• Define and enforce SLAs for measurable service improvements. 

• Use Voice of the Customer (VoC) insights to inform process enhancements. 

• Monitor and report key performance metrics to senior leadership. 

• Support training programs and integrate industry best practices. 

• Perform other duties as assigned by Senior Leadership. 

 More about you:  

• Must-have: Bachelor's in Business, Operations, or Engineering. 5+ years in process improvement, customer experience transformation, or operational optimization. Strong SLA management, telephony, and workflow expertise. 

• Nice-to-have: Lean, Six Sigma, or transactional process improvement experience. 

• Key Competencies: Strong leadership, influencing skills, and problem-solving mindset. 

• Ability to drive measurable change and work across teams. 

• Excellent communication and analytical skills. 

• Technical Skills: 7+ years of experience with ERP/MRP (preferably SAP), CRM, and call center systems. 

• Proficiency in Microsoft Office Suite. 

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 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: $117K - 145K  . This role is also commission eligible/bonus eligible.  

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.