Senior Manager, Customer Experience

Sonova USA - Aurora, IL

Full-time - Mid Level

Aurora, IL

Merchant Wholesalers, Nondurable Goods

About the position

The Senior Manager of Customer Experience at Sonova is responsible for overseeing premier customer support, regional customer support, and special accounts. This role focuses on enhancing customer satisfaction through effective management, strategic improvements, and collaboration with internal teams to ensure a high-quality service experience for Premium Accounts.

Responsibilities

• Provide guidance and development to direct reports, including individual contributors and supervisors.
• Identify opportunities and execute changes to develop a consistent, scalable service model.
• Explore opportunities to improve capacity and utilization, driving superior customer experience.
• Collaborate with the Customer Success team to develop meaningful and actionable metrics.
• Serve as the primary point of contact for Premium Accounts, ensuring a high-touch service experience.
• Oversee the handling of inbound and outbound calls to address customer inquiries and issues promptly.
• Ensure all communications reflect a customer-first mindset, 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 the department during absences or increased workload periods.

Requirements

• 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.
• Excellent computer skills.
• Expert with Microsoft Applications and web interface.
• Must have 3+ years of experience using SAP.

Nice-to-haves

• Willingness to learn and adapt to new challenges.

Benefits

• 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
• Tuition reimbursement
• Hearing aid discount for employees and family
• Internal social recognition platform
• D&I focused: D&I council and employee resource groups