Manager Process Excellence

As a Manager Process Excellence, you will lead cross-functional process improvement and transformation initiatives across Sonova's Customer Care & Excellence organization.

You will identify inefficiencies and opportunities across Customer Support and customer interaction channels, design improved processes and lead transformation projects from concept to implementation. Working closely with Customer Care, IT and other stakeholders, you will ensure improvements are practical, measurable and sustainable.

• Identify and analyse process inefficiencies and improvement opportunities across Customer Care and Support.
• Conduct root-cause analysis using operational data and design effective future-state processes.
• Lead cross-functional transformation projects end-to-end, from business case and solution design through piloting and implementation.
• Partner with Customer Support leadership and functional owners to prioritize initiatives based on operational needs and strategic priorities.
• Establish project governance, manage risks and dependencies, and provide clear progress updates to senior leadership.
• Ensure successful adoption of new processes and hand over completed initiatives to the relevant business owners.
• Monitor key customer service and digital channel KPIs and use insights to drive continuous improvement.
• Maintain an overview of the transformation portfolio and ensure alignment with the broader Customer Care & Excellence strategy.
• Act as a connector across Customer Care, IT and other functions to ensure consistent and sustainable solutions.

• 8+ years of experience in process improvement, business transformation or project/program management, ideally in a global, multi-market environment.
• University degree in Project Management, Marketing, Communications or a related field.
• Strong experience in process design, root-cause analysis and continuous improvement.
• Solid project management skills and the ability to manage multiple initiatives and stakeholders simultaneously.
• Experience translating operational needs into structured improvement initiatives and actionable requirements.
• Strong stakeholder management and communication skills.
• Ability to influence and lead without formal authority.
• Analytical mindset with confidence working with operational data and KPIs.
• Experience in Customer Service, Customer Support or Contact Centre operations is a strong advantage.
• Experience working with IT on data and reporting solutions is a plus.
• Project/change management certification or Lean/Six Sigma methodology
• Fluent in English.

Nice to have

• Training in operational excellence or process design.
• Knowledge of contact centre or case management operations.
• Experience in the hearing care/audiology industry.