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, we – through our core business brands Phonak, Unitron, Hansaton, Advanced Bionics and AudioNova – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.

Join us as Service Innovation & Process Lead, in our Digital Unit in Berlin and help us to reshape the Hearing Aids industry. You will be part of a fast-growing and entrepreneurial venture within a larger corporate structure where you will have the opportunity to have a major impact while running important projects for our Customer Care Department.

Tasks

• You ensure a top-of-class customer experience and processes of our customer care unit (outbound call center)
• You analyse strategic KPIs and monitor data to improve customer service processes and IT systems
• You work closely with Country Teams, Business Development, other international stakeholders to drive business results
• You manage projects and drive the implementation of long-term process improvements
• You define business requirements and work closely with our Engineering team to improve relevant IT platforms
• You report directly to the Director of Customer Care and are his designated substitute

Requirements 

• You have a bachelor or master degree in business administration, IT or a similar qualification
• You have 5+ years of experience in improving customer service processes
• You are a strong and experienced project manager and know how to drive change in multi-layered organizations
• You have distinct analytical skills and strive in analysing and forecasting data
• You work independently and proactively propose improvements
• You have deep expertise with customer service and contact center platforms as a Business Owner
• Excellent English language skills - German is a plus
• Very good knowledge of MS Office products, especially Excel

Our offer

We offer you an opportunity to grow and develop in an open and international culture, with flat hierarchies and ample support for further training and development. Take on more responsibility, work in an excellent workplace, and enjoy attractive employment conditions, all while having the flexibility to choose the working time model that works best for you.

Our Senior Recruiter, Marcus Straube-Minkwitz, is eagerly awaiting your application and can't wait to speak with you about how you can be a valuable asset to our company. Apply today and take the first step in enhancing your career.

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 regarding 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.