Sonova

1 month ago

Complaint Handling Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead and develop the complaint handling team in Aurora, IL, overseeing the end-to-end customer complaint process from intake to resolution. Drive timely investigations, identify trends and service gaps, implement corrective actions, and partner cross-functionally with Operations, Customer Success, Quality, IT, Legal and Global Process Owners to improve the customer experience, drive improvements, and ensure regulatory compliance. Define KPIs and provide executive-ready reporting.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Data Science & Machine Learning

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of complaint handling specialists, including assigning cases, setting priorities, and monitoring performance
•Oversee the full complaint handling process, including intake, triage, investigation, root cause analysis, resolution, and customer communication
•Review and approve investigation plans, corrective actions, and formal customer responses to ensure accuracy, consistency, and compliance
•Analyze complaint data to identify trends, service gaps, and opportunities for process improvements
•Define, track, and report on KPIs through summaries, dashboards, and executive-ready reporting

Pay and Benefits

Salary: USD 78,000 - 97,000 annually

Perks:MedicalDentalVision401kPaid LeaveLife InsuranceDisabilityWellness Stipend

Key Requirements

•5+ years of experience in complaint handling, customer service, quality, or operations within a regulated industry
•Hands-on experience using Salesforce; SAP experience also required
•Strong analytical skills with the ability to identify trends, interpret data, and provide actionable recommendations
•High school diploma required; associate or bachelor’s degree preferred
•Excellent written and verbal communication skills with the ability to partner across cross-functional teams

Experience:5+ yearsMedical technologyRegulated industryHealthcare

Education:High School

Skills:CommunicationAnalytical thinkingProblem-solvingLeadershipCollaboration

Tech Stack:SalesforceSAP

Company Brief

Sonova

Designs, manufactures, and distributes hearing care solutions including hearing aids, cochlear implant accessories, and wireless communication devices, serving audiologists and consumers worldwide through clinics, retail networks, and distribution partners.

Industry: Medical Devices

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Stäfa, Switzerland

Founded: 1947

Website

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Sonova

1 month ago

Complaint Handling Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Data Science & Machine Learning

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of complaint handling specialists, including assigning cases, setting priorities, and monitoring performance
•Oversee the full complaint handling process, including intake, triage, investigation, root cause analysis, resolution, and customer communication
•Review and approve investigation plans, corrective actions, and formal customer responses to ensure accuracy, consistency, and compliance
•Analyze complaint data to identify trends, service gaps, and opportunities for process improvements
•Define, track, and report on KPIs through summaries, dashboards, and executive-ready reporting

Pay and Benefits

Salary: USD 78,000 - 97,000 annually

Perks:MedicalDentalVision401kPaid LeaveLife InsuranceDisabilityWellness Stipend

Key Requirements

•5+ years of experience in complaint handling, customer service, quality, or operations within a regulated industry
•Hands-on experience using Salesforce; SAP experience also required
•Strong analytical skills with the ability to identify trends, interpret data, and provide actionable recommendations
•High school diploma required; associate or bachelor’s degree preferred
•Excellent written and verbal communication skills with the ability to partner across cross-functional teams

Experience:5+ yearsMedical technologyRegulated industryHealthcare

Education:High School

Skills:CommunicationAnalytical thinkingProblem-solvingLeadershipCollaboration

Tech Stack:SalesforceSAP

Company Brief

Sonova

Industry: Medical Devices

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Stäfa, Switzerland

Founded: 1947

Website