Customer Service Leader managing pre - and post - contract administration and customer satisfaction across Mexico. Collaborating with teams to oversee contract terms and ensure profitability.
About the role
- Senior Manager of Customer Support at Sonova designing and optimizing customer service processes. Responsible for global service frameworks and leading change initiatives in diverse markets.
Responsibilities
- Responsible for designing, standardising, and continuously improving Sonova’s global customer service framework
- Define support models, structures, and governance to ensure accessible, predictable, and customer-friendly service
- Balance global consistency with local flexibility to deliver scalable, efficient, and differentiated customer experiences worldwide
- Transform customer service in how we play (systems, AI) to deliver the best customer experience
- Define and govern global customer service processes, standards, and escalation models
- Develop and maintain global SOPs, playbooks, and best practices to drive consistency across markets
- Design and optimize support structures (e.g., tiered models, remote vs. field service, multilingual capabilities)
- Partner with regional and local leaders to tailor frameworks for market-specific needs
- Establish and manage global KPIs, ensuring transparent reporting and continuous improvement
- Collaborate with IT and Digital teams to implement automation, AI, and knowledge management solutions
Requirements
- University degree in Business Administration, Project Management, Marketing, Communications, or related field
- 8–10 years of leadership experience in global or multi-market customer service
- Proven success in designing and optimising customer support models
- Solid strategic and analytical thinker with a hands-on, entrepreneurial mindset
- Experienced in using automation and digital tools to improve service outcomes
- Skilled in stakeholder management and leading change in a matrix organization
- Team player who thrives in multicultural, cross-functional environments
- Fluent in English, with excellent communication and influencing skills.
Benefits
- Flexible hybrid working model
- Range of training opportunities for professional and personal development
- Exceptional growth opportunities with individual development plans
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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