Sr. Manager, Service Americas

Sonova Group; Mexicali; Híbrido; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading provider of innovative hearing care solutions is seeking a Senior Manager of Service for the Americas in Mexicali. In this role, you will develop the global service operating model including defining processes that ensure quality and cost efficiency. Ideal candidates will have 10+ years in service operations, a Bachelor’s degree, and strong cross-functional leadership skills. The position requires advanced English proficiency and involves 50% travel.

Servicios

Benefits in accordance with the Federal Labor Law

Savings fund

Formación

• 10+ years in service operations or similar roles with P&L responsibility.
• Strong understanding of finance and continuous improvement.
• Experience in regulated industries (medical devices preferred).

Responsabilidades

• Develop and implement the global service operating model.
• Define, deploy, and standardize improvement processes.
• Lead continuous improvement and cost reduction projects.

Conocimientos

Cross-functional leadership

Change management

Excellent communication

Stakeholder management

Continuous improvement

Fluent in English

Educación

Bachelor’s degree

MBA

Herramientas

Microsoft Office

ERP tools

Descripción del empleo

Who we are

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, through our core business brands – Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license), and Unitron – we develop, manufacture, and distribute solutions that push the limits of technology and redefine the future of our industry.

Location: Mexicali, BC, México – Onsite (Presencial)

Position: Senior Manager of Service, Americas

As Director, Service Operations, you will develop and own the end-to-end global service operating model for Sonova’s after-sales service. You will define and drive global standards and processes that ensure best-in-class service quality, delivery, cost efficiency, and sustainability across service order entry and repair sites. Your leadership will directly support Sonova’s top-line and bottom-line growth strategy by delivering an exceptional customer experience and measurable improvements in Net Promoter Score (NPS), delivery (OTTR), quality, and cost.

Key Responsibilities

• Develop and implement the global service operating model for order entry and repair sites.
• Define, deploy, and standardize processes that improve quality, delivery, cost, and sustainability.
• Own service performance metrics and drive benchmarking and best practice sharing.
• Lead continuous improvement and cost reduction projects (OE, OH, freight, circularity).
• Collaborate with commercial teams to optimize service performance and related terms.
• Train teams, deploy standards globally, and manage a community of service leaders.
• Support Sonova’s growth strategy through strong cross-functional and regional collaboration.

Qualifications

• Bachelor’s degree required; MBA preferred.
• 10+ years in service operations or similar roles with P&L responsibility.
• Strong understanding of finance and continuous improvement.
• Proven record of cross-functional leadership and change management.
• Excellent communication, influencing, and stakeholder management skills.
• Experience in regulated industries (medical devices preferred).
• Proficient in Microsoft Office and ERP tools.
• Advanced English level / fluent in English speaking.

Travel requirement: 50%

A minimum of 200Mb/sec download and 10Mb/sec upload internet speed is required to support remote/hybrid work at Sonova.

If you don’t meet all criteria but are eager to learn, we’d love to hear from you!

What we offer:

• Benefits in accordance with the Federal Labor Law (LFT)
• Savings fund (Fondo de Ahorro)

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our hybrid work model offers flexibility and supports individual needs, creating a workplace where innovation thrives.

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 marketplace. We guarantee equal treatment in employment and opportunity, regardless of ethnicity, religion, sexual orientation, marital status, gender, genetic identity, age, disability, or any other protected status.