Director Customer Success Operations

Purpose of the RoleThe Director, Customer Success Operations drives excellence in Sonova’s global customer success operations to deliver best customer experience in the industry - covering case management, order management, and service / repair management. Acting as a Global Process Owner, you will ensure standardisation, scalability, and automation while empowering local teams to deliver a better and more efficient customer-centric experiences. Through global frameworks, governance, and tools, you will enable consistent execution and flexibility to meet diverse market needs.ResponsibilitiesDefine, standardise, and continuously improve global processes across case, order, and service management with customer first mindsetEstablish global governance, SLAs, and best practices ensuring process consistency and local adaptabilityDesign and optimize global support models balancing scalability, efficiency, and customer satisfactionDefine and drive innovation roadmap in customer success operations for a better customer and employee experiencePartner with regional leaders to define, embed and adapt frameworks that align with local and global objectivesDrive a customer-first service culture through training, coaching, and performance monitoringDefine and track key performance metrics, ensuring global transparency and continuous improvementCollaborate with IT and Digital to leverage automation, AI, and analytics for operational efficiencyDeliver measurable improvements in service quality, scalability, and cost-effectivenessYour ProfileUniversity degree in Business Administration, Project Management, Marketing, Communications, or related field10+ years’ experience in customer operations, service, or process excellence, ideally in a global or multi-market settingProven expertise in process ownership, standardisation, and scalable operations designSolid understanding of order management, case management, and service operationsExperienced in leading change, engaging stakeholders, and enabling local implementationAnalytical, data-driven mindset with a passion for continuous improvement and customer successCollaborative leader who thrives in multicultural, cross-functional environmentsFluent in English with strong communication and influencing skillsMore About What We OfferAs 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.We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans.Please note: We only consider direct applications for this positionSabrina Bortolussi, Talent Acquisition Manager is looking forward to receiving your complete application (including cover letter, CV, references, and certificates) via our online application platform.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.