Senior Manager Customer Experience Operations (m/f/d)
4 days ago
Alicante
ph3Senior Manager Customer Experience Operations (m/f/d) /h3 pbDrive the transformation of Sonova's end-to-end order management experience /b /p pAt Sonova, we're committed to delivering exceptional experiences at every stage of the customer journey. As part of our Customer Experience Operations team, you'll play a key role in transforming our end-to-end order management landscape, helping shape how we deliver a seamless customer experience across global markets. /p pIn this strategic role, you'll lead complex transformation initiatives across the order management lifecycle - from customer order through delivery and after‑sales support. Working at the intersection of Business, IT, Digital and eCommerce, you'll translate business needs into scalable operational solutions, turning strategic priorities into tangible improvements that accelerate digital transformation, simplify operations and enhance the customer experience. /p h3More about the role /h3 ul liShape, design and lead end-to-end transformation initiatives across the order management lifecycle, from concept through successful implementation. /li liIdentify and deliver process improvements that enhance customer experience, operational efficiency and business performance through process optimization, automation and improved data quality. /li liLead complex cross‑functional projects, driving stakeholder alignment, governance, execution excellence and successful adoption of new processes and solutions across global markets. /li liPartner with Business, IT, Digital and eCommerce teams to simplify, standardize and digitize operational processes, creating a seamless and efficient order management experience. /li liTranslate strategic objectives into scalable operational solutions by balancing priorities, connecting cross‑functional teams and driving informed decision‑making throughout project delivery. /li liDrive value realization by ensuring transformation initiatives deliver measurable improvements in digital adoption, process efficiency and customer experience. /li liContribute to the continuous evolution of Customer Experience Operations by strengthening global frameworks, standards and ways of working that enable sustainable operational excellence. /li /ul h3More about you /h3 h3Must have /h3 ul liUniversity degree in Business Administration, Operations, Supply Chain or a related field. /li li6+ years of experience in operations, business transformation, project management or continuous improvement within a complex business environment. /li liStrong business acumen with the ability to translate strategic objectives into scalable operational solutions and successfully drive execution. /li liProven experience leading complex cross‑functional projects and influencing stakeholders across international matrix organizations. /li liSolid understanding of end-to-end order management and customer operations, including after‑sales processes. /li liExperience within the hearing care or medical device industry, or another highly regulated and operationally complex environment. /li liAnalytical, data‑driven mindset with strong problem‑solving skills and a passion for improving customer experience and operational excellence. /li liInterest in AI and digital solutions, with the ability to identify opportunities for process improvement, automation and smarter ways of working. /li liExcellent communication and stakeholder management skills, with the ability to influence, prioritize and drive alignment across all organizational levels. /li /ul h3Nice to have /h3 ul liKnowledge of Lean methodologies and/or PMP (PMI) certification. /li liExperience with process mapping and business process improvement initiatives. /li /ul h3More about what we offer /h3 pAs one of the world’s leading hearing care providers headquartered in Switzerland, we’re committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work, through our flexible hybrid working model. We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans. /p h3Sonova is an equal opportunity employer. /h3 pWe team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status. /p /p #J-18808-Ljbffr