Manager Process Excellence - Sonova

Sonova; Alicante; Híbrido; EUR 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible hybrid work

Training opportunities

Career growth opportunities

Inclusive culture

Descripción de la vacante

Sonova is seeking a transformation professional to drive cross-functional process improvements within the Customer Care & Excellence organization in a hybrid work setting. You will identify inefficiencies, design future-state processes, and lead end-to-end initiatives from business case to implementation, collaborating with Customer Care, IT and other stakeholders to ensure practical, measurable outcomes.

You will monitor KPIs, steer the transformation portfolio, and report to senior leadership,

Formación

• 8+ years in process improvement, business transformation or project/program management.
• Strong experience in process design and continuous improvement.
• Experience working with IT on data and reporting solutions is a plus.

Responsabilidades

• Identify process inefficiencies and opportunities across Customer Care and Support.
• Conduct root-cause analysis using operational data and design future-state processes.
• Lead cross-functional transformation projects from concept to piloting and implementation.
• Prioritize initiatives with Customer Support leadership based on operational needs.
• Establish project governance, manage risks and dependencies, and report to senior leadership.
• Ensure adoption of new processes and hand over to business owners.
• Monitor customer service and digital channel KPIs to drive continuous improvement.
• Act as a connector across Customer Care, IT and other functions for sustainable solutions.

Conocimientos

Process improvement

Business transformation

Project management

Stakeholder management

Root-cause analysis

Data analysis

Change management

Communication skills

Influence without authority

Educación

University degree in Project Management, Marketing, Communications or related field

Descripción del empleo

In this role you drive cross-functional process improvement and transformation within Sonova’s Customer Care & Excellence organization. You will identify inefficiencies, design future-state processes, and lead end-to-end initiatives from business case to implementation. You collaborate with Customer Care, IT and other stakeholders to ensure practical, measurable, and sustainable outcomes. You will monitor KPIs and steer the transformation portfolio to align with strategic priorities, delivering tangible improvements in customer service and digital channels. This is a high-impact role for shaping how we support customers and scale operations.

• flexible hybrid working model
• training opportunities
• career growth opportunities
• inclusive culture
• Identify process inefficiencies and opportunities across Customer Care and Support
• Conduct root-cause analysis using operational data and design future-state processes
• Lead cross-functional transformation projects from concept to piloting and implementation
• Prioritize initiatives with Customer Support leadership based on operational needs
• Establish project governance, manage risks and dependencies, and report to senior leadership
• Ensure adoption of new processes and hand over to business owners
• Monitor customer service and digital channel KPIs to drive continuous improvement
• Maintain an overview of the transformation portfolio and align with broader strategy
• Act as a connector across Customer Care, IT and other functions for sustainable solutions
• 8+ years in process improvement, business transformation or project/program management
• University degree in Project Management, Marketing, Communications or related field
• Strong experience in process design, root-cause analysis and continuous improvement
• Solid project management skills with ability to manage multiple initiatives and stakeholders
• 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/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
• Communication
• Influence without authority
• Root-cause analysis