Senior Manager, Global Customer Engagement Transformation (m/f/d)

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At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Berlin, Germany

As Senior Manager, Global CEC Transformation, you will lead the operational and digital transformation of Sonova’s global Customer Engagement Centers.

You will support markets in moving from fragmented local operations to regional BPO hubs, while introducing automation, AI and standardized ways of working. The role combines strong contact-center expertise, analytics, outsourcing experience and change leadership.

You will work closely with markets, BPO partners, Digital, IT, Commercial, Procurement and Analytics teams to improve productivity, customer experience, quality, conversion and cost efficiency.

Key responsibilities

• Own and execute the global CEC transformation roadmap.
• Support outsourcing and the transition of markets into regional BPO hubs.
• Coordinate operational readiness, process harmonization, knowledge transfer, training, go-live and stabilization.
• Identify and deploy high-impact AI, automation and digital solutions.
• Use contact-center analytics to identify opportunities, define priorities and track benefits.
• Build business cases and measure improvements in productivity, cost, quality, customer experience and conversion.
• Drive adoption of new tools, processes and operating models.
• Collaborate with global functions, local markets and external BPO partners.

What you bring

• At least eight years of experience in contact-center operations, customer experience or service transformation.
• Strong knowledge of inbound and outbound contact-center operations.
• Experience with contact-center outsourcing, consolidation or migration to shared-service or BPO hubs.
• Proven experience leading complex, multi-market transformation programs.
• Strong analytical skills and experience with contact-center KPIs and performance data.
• Experience implementing AI, automation or digital-enablement solutions.
• Good understanding of CRM, contact-center and analytics platforms.
• Strong stakeholder-management, communication and change-leadership skills.

Your profile

You combine operational credibility with transformation expertise. You are analytical, pragmatic and comfortable working across countries, functions and external partners. You can translate strategy and technology into practical implementation and measurable business results.

What We Offer

As 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.

The opportunity to shape the future operating model of a global organization

A unique combination of operational transformation, technology implementation, and innovation

30 days of paid annual leave

Contribution towards your Urban Sports Club membership

• Dedicated learning & development budget and weekly learning time + LinkedIn Learning license #LI-NB1

Sonova is an equal opportunity employer.

We 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.