Sonova

6 days ago

Senior Manager Customer Experience Operations (m/f/d) (Alicante, Spain)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Lead end-to-end transformation of the order management customer experience, from customer order through delivery and after-sales support. Partner across Business, IT, Digital, and eCommerce to simplify, standardize, and digitize operations. Drive cross-functional initiatives that improve customer experience, operational efficiency, and data quality, while translating strategic objectives into scalable solutions and measurable value realization across global markets.

Location: Spain

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Shape, design, and lead end-to-end order management transformation initiatives from concept through implementation.
•Deliver process improvements to enhance customer experience, operational efficiency, and business performance through optimization, automation, and improved data quality.
•Lead complex cross-functional projects with stakeholder alignment, governance, execution excellence, and successful adoption across global markets.
•Partner with Business, IT, Digital, and eCommerce teams to simplify, standardize, and digitize operational processes for a seamless customer experience.
•Drive value realization by ensuring measurable improvements in digital adoption, process efficiency, and customer experience, and strengthen global operating frameworks and ways of working.

Key Requirements

•University degree in Business Administration, Operations, Supply Chain or a related field.
•6+ years of experience in operations, business transformation, project management or continuous improvement in a complex environment.
•Ability to translate strategic objectives into scalable operational solutions and drive execution.
•Proven experience leading complex cross-functional projects and influencing stakeholders across international matrix organizations.
•Solid understanding of end-to-end order management and customer operations, including after-sales processes, ideally within hearing care or medical device or other highly regulated environments.

Experience:6+ yearsHearing careMedical deviceHighly regulatedOrder managementCustomer operations

Education:Bachelor's in Business Administration, Operations, Supply Chain

Skills:Problem-solvingCommunicationStakeholder managementData-driven mindsetInfluencing

Certifications:PMP

Languages:English

Tech Stack:AIDigital solutionsECommerceProcess optimizationAutomation

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 days ago

Senior Manager Customer Experience Operations (m/f/d) (Alicante, Spain)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Spain

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Shape, design, and lead end-to-end order management transformation initiatives from concept through implementation.
•Deliver process improvements to enhance customer experience, operational efficiency, and business performance through optimization, automation, and improved data quality.
•Lead complex cross-functional projects with stakeholder alignment, governance, execution excellence, and successful adoption across global markets.
•Partner with Business, IT, Digital, and eCommerce teams to simplify, standardize, and digitize operational processes for a seamless customer experience.
•Drive value realization by ensuring measurable improvements in digital adoption, process efficiency, and customer experience, and strengthen global operating frameworks and ways of working.

Key Requirements

•University degree in Business Administration, Operations, Supply Chain or a related field.
•6+ years of experience in operations, business transformation, project management or continuous improvement in a complex environment.
•Ability to translate strategic objectives into scalable operational solutions and drive execution.
•Proven experience leading complex cross-functional projects and influencing stakeholders across international matrix organizations.
•Solid understanding of end-to-end order management and customer operations, including after-sales processes, ideally within hearing care or medical device or other highly regulated environments.

Experience:6+ yearsHearing careMedical deviceHighly regulatedOrder managementCustomer operations

Education:Bachelor's in Business Administration, Operations, Supply Chain

Skills:Problem-solvingCommunicationStakeholder managementData-driven mindsetInfluencing

Certifications:PMP

Languages:English

Tech Stack:AIDigital solutionsECommerceProcess optimizationAutomation

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