Hybrid Senior Manager, Customer Support

Posted 3 weeks ago

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About the role

  • 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

Senior Manager, Customer Support

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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