Manager Process Excellence (Alicante, Spain)

Sonova
Spain
Workplace: HybridFull timeFunction: Communications, PR & CommunityExperience: 8+ yearsEducation: bachelorsSkills: ["Stakeholder management","Communication","Influencing","Root-cause analysis","Analytical thinking"]

Lead cross-functional process improvement and transformation for Sonova’s Customer Care & Excellence organization. Identify inefficiencies across customer support and interaction channels, perform root-cause analysis, and design future-state processes. Drive end-to-end transformation projects—from business case and solution design to piloting, implementation, adoption, and handover. Track customer service and digital channel KPIs to sustain continuous improvement and maintain alignment with the transformation portfolio strategy.

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FursaFursa
Sonova
Sonova
1 day ago

Manager Process Excellence (Alicante, Spain)

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Job Summary

Lead cross-functional process improvement and transformation for Sonova’s Customer Care & Excellence organization. Identify inefficiencies across customer support and interaction channels, perform root-cause analysis, and design future-state processes. Drive end-to-end transformation projects—from business case and solution design to piloting, implementation, adoption, and handover. Track customer service and digital channel KPIs to sustain continuous improvement and maintain alignment with the transformation portfolio strategy.
Location: Spain
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Identify and analyze process inefficiencies and improvement opportunities across Customer Care and Support.
  • •Conduct root-cause analysis using operational data and design effective future-state processes.
  • •Lead cross-functional transformation projects end-to-end, including business case, solution design, piloting, and implementation.
  • •Establish project governance, manage risks and dependencies, and provide progress updates to senior leadership.
  • •Monitor customer service and digital channel KPIs and ensure adoption of new processes, with handover to business owners.

Key Requirements

  • •8+ years of experience in process improvement, business transformation, or project/program management in a global, multi-market environment.
  • •University degree in Project Management, Marketing, Communications, or a related field.
  • •Strong experience in process design, root-cause analysis, and continuous improvement.
  • •Solid project management skills to manage multiple initiatives, stakeholders, and priorities simultaneously.
  • •Fluent English and strong stakeholder management and communication skills.
Experience:8+ yearsCustomer serviceCustomer supportContact centerProcess improvementBusiness transformation
Education:Bachelor's in Project Management, Marketing, Communications
Skills:Stakeholder managementCommunicationInfluencingRoot-cause analysisAnalytical thinking
Certifications:Lean/Six SigmaProject/change management certification
Languages:English

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