3 days ago

Senior Manager Customer Care Experience

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Own the design, optimization, and continuous improvement of the end-to-end customer interaction experience across voice, voice bots, email, chat, self-service applications, and omnichannel journeys. Translate Voice-of-Customer insights and operational needs into clear requirements and scalable process designs. Lead cross-functional initiatives with Customer Care, Digital, IT, Product, and Operations to improve digital channel performance, customer satisfaction (CSAT), FCR, and operational efficiency, leveraging AI and automation.

Location: Spain

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Own end-to-end customer journey design across interaction channels (voice, voice bots, email, chat, self-service, mobile).
•Identify customer pain points and define future-state experiences using VoC insights, analytics, and operational data.
•Drive innovation in customer interaction channels using digital capabilities, automation, and AI.
•Translate business needs into clear requirements and collaborate with Product, Technology, and external partners through implementation and adoption.
•Monitor CX KPIs (CSAT, FCR, digital adoption, channel performance) and improve customer care processes, workflows, routing, and escalation models.

Key Requirements

•Degree in Business Administration, Marketing, Communications, Project Management, or a related field.
•Strong experience in Customer Experience, Customer Care, Service Design, Digital Experience, or Customer Journey Management.
•Expertise in customer journey mapping, omnichannel service design, and digital customer channels.
•Ability to translate business needs into requirements, processes, and technology solutions.
•Strong project/program management skills to manage multiple initiatives.

Education:Bachelor's

Skills:Project managementStakeholder managementAnalytical skillsContinuous improvementCommunication

Languages:English

Tech Stack:AIAutomation

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

3 days ago

Senior Manager Customer Care Experience

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Spain

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Own end-to-end customer journey design across interaction channels (voice, voice bots, email, chat, self-service, mobile).
•Identify customer pain points and define future-state experiences using VoC insights, analytics, and operational data.
•Drive innovation in customer interaction channels using digital capabilities, automation, and AI.
•Translate business needs into clear requirements and collaborate with Product, Technology, and external partners through implementation and adoption.
•Monitor CX KPIs (CSAT, FCR, digital adoption, channel performance) and improve customer care processes, workflows, routing, and escalation models.

Key Requirements

•Degree in Business Administration, Marketing, Communications, Project Management, or a related field.
•Strong experience in Customer Experience, Customer Care, Service Design, Digital Experience, or Customer Journey Management.
•Expertise in customer journey mapping, omnichannel service design, and digital customer channels.
•Ability to translate business needs into requirements, processes, and technology solutions.
•Strong project/program management skills to manage multiple initiatives.

Education:Bachelor's

Skills:Project managementStakeholder managementAnalytical skillsContinuous improvementCommunication

Languages:English

Tech Stack:AIAutomation

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