Senior Manager, Customer Experience

Sonova; Aurora (IL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

A leading provider of innovative hearing care solutions is seeking a Senior Manager of Customer Experience in Aurora, IL. This role involves managing customer support teams, enhancing service quality, and ensuring customer satisfaction. The ideal candidate will have extensive management experience and a passion for customer service. Join a team that values innovation and employee well-being while providing comprehensive benefits.

Benefits

Medical, dental and vision coverage

401k plan with company match

Company paid life / ad&d insurance

Paid parental bonding leave

Employee Assistance Program

Qualifications

• Minimum 5 years of management experience.
• Minimum 8 years in customer service or relevant experience.

Responsibilities

• Manage premier customer support and special accounts.
• Drive superior customer experience and service model.
• Handle customer escalations and feedback.

Skills

Problem analysis

Communication

Organizational skills

Planning

Tools

SAP

Microsoft Applications

Work Force Management system

Job description

Aurora, Illinois United States - Hybrid in office Wednesdays and Thursdays

Senior Manager, Customer Experience

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.

The Senior Manager of Customer Experience is responsible for direct management of premier customer support, regional customer support, and special accounts.

More about the role :

• Provide guidance and development to direct reports, comprised of individual contributors and supervisors.
• Identify opportunities and execute change to develop a consistent, scalable, service model which is a sustainable completive advantage for Sonova
• Explore opportunities to improve capacity, and utilization, and drive superior customer experience.
• Collaborate with Customer Success team to develop meaningful and actionable metrics
• Serve as the primary point of contact for Premium Accounts, ensuring a high-touch and high-level service experience.
• Oversee the handling of inbound and outbound calls to address customer inquiries, issues, and escalations promptly.
• Ensure all communications reflect a customer-first mindset, focusing on providing timely and accurate information.
• Manage and resolve customer escalations in assigned regions, ensuring customer satisfaction and retention.
• Collaborate with internal teams to address and resolve complex issues that may arise.
• Review and address comments and feedback from customer surveys, implementing necessary changes to improve service quality.
• Proactively follow up with customers to address concerns and gather additional feedback.
• Handle transactions of a complex nature, ensuring accuracy and efficiency in processing.
• Maintain a high level of urgency in managing and resolving customer transactions and requests.
• Develop and maintain strong relationships with Premium Account customers to foster loyalty and satisfaction.
• Perform administrative tasks as needed to support the customer success functional area.
• Keep accurate records of customer interactions and transactions using CRM systems and other tools.
• Support department as required during absences or increased workload periods.
• Other duties as assigned

More about you :

• Minimum 5 years of management experience
• Minimum 8 years experience in a customer service / order management environment or relevant work experience
• Knowledge and Expertise of Production, Distribution, and Transportation
• Driven, self-motivated, and results-oriented
• Passionate about servicing customers
• Problem analysis and resolution skills
• Strong written / verbal communication, organizational, and planning skills
• Demonstrated ability to adjust priorities and manage time in a fast-paced environment
• Previous experience with Work Force Management system
• Expert with Microsoft Applications, and web interface
• Must have 3+ years of experience using SAP

Don't meet all the criteria? If you’re willing to go allin and learn we'd love to hear from you!

What we offer :

• Medical, dental and vision coverage
• Health Savings, Health Reimbursement, Flexible Spending / Dependent Care Accounts
• TeleHealth options
• 401k plan with company match
• Company paid life / ad&d insurance Additional supplemental life / ad&d coverage available
• Company paid Short / Long-Term Disability coverage (STD / LTD) STD LTD Buy-ups available
• Accident / Hospital Indemnity coverage
• Legal / ID Theft Assistance
• PTO, floating Diversity Day, & paid holidays
• Paid parental bonding leave
• Employee Assistance Program (24 / 7 mental health support hotline, 5 company paid counseling sessions and more)
• Robust Internal Career Growth opportunities
• Hearing aid discount for employees and family
• Internal social recognition platform
• D&I focused : D&I council and employee resource groups
• Plan rules / offerings dependent upon group Company / location.

A minimum of 200Mb / sec download and 10Mb / sec upload speed internet connectivity is required to support any remote / hybrid employee functionality at Sonova

How we work :

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

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Manager Customer Experience • Aurora (IL), United States