Senior Manager Customer Experience Operations (M/F/D)
hace 1 día
Alicante
In this strategic role, you will lead end-to-end transformation initiatives across the order management lifecycle to deliver a seamless customer experience. You’ll work at the intersection of Business, IT, Digital and eCommerce to translate strategic priorities into scalable operational solutions that accelerate digital transformation and simplify operations. You’ll drive cross-functional programs across global markets, delivering measurable improvements in adoption, efficiency and customer experience. This is an opportunity to shape how Sonova manages orders from capture to delivery and after-sales support, with a strong focus on data quality and process standardization. • Shape, design and lead end-to-end transformation initiatives across the order management lifecycle, from concept through implementation, • Identify and deliver process improvements to enhance customer experience, operational efficiency and business performance via process optimization, automation and better data quality, • Lead complex cross-functional projects with stakeholder alignment, governance and successful adoption across global markets, • Partner with Business, IT, Digital and eCommerce teams to simplify, standardize and digitize operational processes, • Translate strategic objectives into scalable operational solutions by balancing priorities and driving informed decisions during delivery, • Drive value realization by delivering measurable improvements in digital adoption, process efficiency and customer experience, • Contribute to the evolution of Customer Experience Operations by strengthening global frameworks, standards and ways of working, • 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 within a complex business environment, • Strong business acumen with 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, • Experience within the hearing care or medical device industry, or another highly regulated and operationally complex environment, • Analytical, data-driven mindset with strong problem-solving skills and a passion for improving customer experience and operational excellence, • Interest in AI and digital solutions, with ability to identify opportunities for process improvement, automation and smarter ways of working, • Excellent communication and stakeholder management skills, with ability to influence, prioritize and drive alignment across all organizational levels, • Fluent English skills, • Flexible hybrid working model, • Training opportunities, • Growth opportunities with individual development plans, • Inclusive culture Senior Manager Customer Experience Operations (M/F/D) • Alicante, Kingdom Of Spain, ES #J-18808-Ljbffr
