Director Customer Experience

Director Customer Experience Location Aurora, IL : Sonova AG Who we are 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, Connect Hearing, and Advanced Bionics - develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry. Our talented and committed employees all over the world know they contribute to something greater than themselves - they create sense. The Way We Work At Sonova we value our employees and prioritize their well-being. We believe people do their best and most innovative work in an inclusive environment that provides opportunities for engagement and collaboration across teams while offering flexibility in how work gets done. We designed our work model team by team, empowering teams to customize a working environment that balances individual team needs with business outcomes. By offering work options, we foster more flexible and individualized time management, contribute to a healthy work-life integration, increase employee satisfaction, build meaningful partnerships at work, and calibrate productivity to acknowledge you have a life outside of work. Sonova has chosen a HYBRID WORK MODEL - Customized by team that keeps our employees motivated and engaged. Sonova Values At Sonova, we come to work every day knowing that continuous innovation across all disciplines, our shared engagement as a team and our responsible approach to all things we do, brings the delight of hearing to millions of people: to hear better, to listen to music, to communicate effortlessly with friends and loved ones, and to fully enjoy life with all its great variety of sounds. In doing so, our shared core values reflect the corporate culture that defines and unites us as a company across all brands and regions. We Care -- We care for our employees, customers and consumers, as well as our shareholders and society. We drive innovation -- We courageously pioneer new ideas and approaches to come up with impactful innovations, to delight customers and consumers. We strive for excellence -- We act with agility. We aim to excel. We are continuously working on improving products, services, processes and skills, to realize growth. We take accountability -- We deliver on our commitments. We take accountability to provide outcomes in agreed quality and time, always acting with integrity. We build the best teams -- We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. Aurora, IL Director, Customer Success Purpose of role: The Director of Customer Success that will be a Growth Leader and responsible for managing the Credit/Rebill Team, Order Management Team, and National Accounts consisting of 8 - 10 FTEs. This is a key leadership position at Sonova and leading by example is an expectation. Close and cooperative working relationships with Senior Leadership team, project teams, Corporate and Global Management, customers and other departments. This may include both managing/leading day-to-day tasks and large scale highly complex strategic initiatives. This role requires strong leadership and communication skills to interact with various levels of the organization. Our Offer to You: Improving the quality of life of millions of people suffering from hearing loss A challenging and motivating assignment as part of a dynamic team Modern mindset and processes, accommodating flexible working conditions Opportunities for further responsibilities and support for further training and development A company that values diversity and inclusion Sonova's outstanding opportunities and career growth Main Tasks and Responsibities : Education and Skillset : Requires a bachelor's degree from a four-year college or university with courses in marketing or business administration, or a combination of education and experience A master's degree in business administration is recommended, but not required 7 to 10 years previous progressively responsible industry experience required, with a minimum of 5 years sales experience preferred Requires 3+ years previous strategic management experience Strong organizational and time management skills Strong critical and creative thinking skills Strong analytical and problem-solving skills. Excellent communication and interpersonal abilities. Proficiency in using customer experience and data management software and tools. Strong leadership and team management skills Strong verbal and written communication skills Coaching and mentoring skills Ability to read, analyze, and interpret general business periodicals, professional journals, related reports, and governmental regulations Ability to effectively present information and respond to questions from groups of managers, executives and other employees of the organization Strong detail orientation Strong time management, organizational, and prioritization skills Ability to define problems, collect data, establish facts, and draw valid conclusions Ability to analyze and resolve problems Develop and execute organization change management Requires the ability to operate various software such as word processing, spreadsheets and databases Requires a good understanding of company policies and procedures and industry standards Serve as a player-coach and will build out a team of direct reports focused on customer operations Previous experience with Work Force Management system Excellent computer skills Expert with Microsoft Applications, and web interface Minimum of 5 years of Extensive knowledge of SAP in OTC Minimum 5yrs of SFDC Minimum 5 yrs of BI /systems 3yrs in Project Management 3yrs in Process Improvement A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova Don't meet all the criteria? If you're willing to go all in and learn we'd love to hear from you! We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact [email protected] Health Benefits and Perks : 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

• Plan rules/offerings dependent upon group Company/location.