Senior Manager Customer Support

The Senior Manager, Customer Support is responsible for designing, standardising, and continuously improving Sonova's global customer service framework. Acting as a Global Process Owner, you will define support models, structures, and governance to ensure accessible, predictable, and customer-friendly service. You will balance global consistency with local flexibility to deliver scalable, efficient, and differentiated customer experiences worldwide.

More about the role:

• Transforming 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)
• Design and optimize scalable support models balancing efficiency, co...