Customer Support

• Responsible for designing, standardising, and continuously improving Sonova’s global customer service framework
• Define support models, structures, and governance to ensure accessible, predictable, and customer-friendly service
• Balance global consistency with local flexibility to deliver scalable, efficient, and differentiated customer experiences worldwide
• Transform customer service in how we play (systems, AI) to deliver the best customer experience
• Define and govern global customer service processes, standards, and escalation models
• Develop and maintain global SOPs, playbooks, and best practices to drive consistency across markets
• Design and optimize support structures (e.g., tiered models, remote vs. field service, multilingual capabilities)
• Partner with regional and local leaders to tailor frameworks for market-specific needs
• Establish and manage global KPIs, ensuring transparent reporting and continuous improvement
• Collaborate with IT and Digital teams to implement automation, AI, and knowledge management solutions

Senior Manager, Customer Support

Operational Technology Support Specialist