Sonova

6 hours ago

Senior Manager, Global Customer Engagement Transformation (m/f/d)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Lead the operational and digital transformation of Sonova’s global Customer Engagement Centers. Own the global transformation roadmap, support outsourcing and market transitions into regional BPO hubs, and coordinate readiness through process harmonization, training, go-live, and stabilization. Identify and deploy AI, automation, and digital solutions, using contact-center analytics and KPIs to build business cases and measure improvements across productivity, quality, customer experience, conversion, and cost.

Location: Berlin

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Own and execute the global CEC transformation roadmap.
•Support outsourcing and the transition of markets into regional BPO hubs.
•Coordinate operational readiness, process harmonization, knowledge transfer, training, go-live, and stabilization.
•Identify and deploy high-impact AI, automation, and digital solutions.
•Use contact-center analytics to identify opportunities, define priorities, and track benefits and business cases across key metrics.

Pay and Benefits

Perks:Paid LeaveGym MembershipLearning Budget

Key Requirements

•At least eight years of experience in contact-center operations, customer experience, or service transformation.
•Strong knowledge of inbound and outbound contact-center operations.
•Experience with contact-center outsourcing, consolidation, or migration to shared-service/BPO hubs.
•Proven experience leading complex, multi-market transformation programs.
•Strong analytical skills using contact-center KPIs and performance data, including AI/automation or digital-enablement experience.

Skills:AnalyticalStakeholder-managementCommunicationChange leadershipPragmatic

Languages:English

Tech Stack:CRM

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

6 hours ago

Senior Manager, Global Customer Engagement Transformation (m/f/d)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: Berlin

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Own and execute the global CEC transformation roadmap.
•Support outsourcing and the transition of markets into regional BPO hubs.
•Coordinate operational readiness, process harmonization, knowledge transfer, training, go-live, and stabilization.
•Identify and deploy high-impact AI, automation, and digital solutions.
•Use contact-center analytics to identify opportunities, define priorities, and track benefits and business cases across key metrics.

Pay and Benefits

Perks:Paid LeaveGym MembershipLearning Budget

Key Requirements

•At least eight years of experience in contact-center operations, customer experience, or service transformation.
•Strong knowledge of inbound and outbound contact-center operations.
•Experience with contact-center outsourcing, consolidation, or migration to shared-service/BPO hubs.
•Proven experience leading complex, multi-market transformation programs.
•Strong analytical skills using contact-center KPIs and performance data, including AI/automation or digital-enablement experience.

Skills:AnalyticalStakeholder-managementCommunicationChange leadershipPragmatic

Languages:English

Tech Stack:CRM

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