Senior Manager Customer Care Experience

Sonova
Spain
Full timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Project management","Stakeholder management","Analytical skills","Continuous improvement","Communication"]

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.

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FursaFursa
Sonova
Sonova
1 month ago

Senior Manager Customer Care Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 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