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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 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.

Mexicali, Mexico

In-Market Quality Manager

Mexicali, BC, México – Onsite (Presencial)

 

In-Market Quality Manager

As In-Market Quality Manager, you will be the regional face of Quality, connecting customers, markets, operational sites, and global teams. You will bring the Voice of the Customer and Voice of the Market into quality decisions, coordinate responses to emerging issues and major incidents, and help ensure clear, timely action across the region.

 

Your responsibilities:

• Act as the primary Quality representative for the region and communicate customer and market insights to local and global stakeholders.

• Serve as a quality business partner to customers and key accounts, supporting escalations, customer visits, quality reviews, and recovery activities.

• Own regional coordination of hypercare and major quality events, including communication, impact monitoring, escalation, and action-item follow-up.

• Connect Group Companies, operational sites, global QARA, HQ, Commercial, Customer Experience, Operations, and R&D to drive aligned solutions.

• Identify quality risks, process gaps, bottlenecks, and systemic issues, and support the implementation of global quality processes and initiatives.

• Initiate, sponsor, or coordinate CAPAs arising from market feedback and quality events, ensuring customer perspectives are reflected in corrective actions.

• Partner with Design Quality Assurance and Reliability to translate field observations, complaint trends, and emerging risks into product and process improvements.

 

More about you:

• Bachelor’s degree in Engineering, Quality Management, Life Sciences, Business, or a related field.

• 5+ years of experience in customer quality, field quality, customer experience, or a comparable customer-facing technical role.

• Strong knowledge of customer quality management, root-cause analysis, quality communications, and continuous improvement; medical-device experience is preferred.

• Demonstrated ability to lead cross-functional initiatives, influence without authority, resolve conflict, and communicate with executive presence.

• Customer-focused, pragmatic, resilient, and comfortable working through ambiguity with a high level of ownership and accountability.

• Business fluency in English; additional regional languages are an advantage.

• Experience with Salesforce and Power BI; SAP knowledge is a plus. Willingness to travel 20–40% within the region is required.

 

 

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

 

What we offer:

 

Benefits in accordance with the Federal Labor Law (LFT)

Savings fund (Fondo de Ahorro)

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.
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