Remoto: Trabajo híbrido

Experteer OverviewIn this role you drive cross-functional process improvement and transformation within Sonova's Customer Care u0026amp; Excellence organization. You will identify inefficiencies, design future-state processes, and lead end-to-end initiatives from business case to implementation. You collaborate with Customer Care, IT and other stakeholders to ensure practical, measurable, and sustainable outcomes. You will monitor KPIs and steer the transformation portfolio to align with strategic priorities, delivering tangible improvements in customer service and digital channels. This is a high-impact role for shaping how we support customers and scale operations.Compensaciones / BeneficiosIdentify process inefficiencies and opportunities across Customer Care and SupportConduct root-cause analysis using operational data and design future-state processesLead cross-functional transformation projects from concept to piloting and implementationPrioritize initiatives with Customer Support leadership based on operational needsEstablish project governance, manage risks and dependencies,



and report to senior leadershipEnsure adoption of new processes and hand over to business ownersMonitor customer service and digital channel KPIs to drive continuous improvementMaintain an overview of the transformation portfolio and align with broader strategyAct as a connector across Customer Care, IT and other functions for sustainable solutionsResponsabilidades8+ years in process improvement, business transformation or project/program managementUniversity degree in Project Management, Marketing, Communications or related fieldStrong experience in process design, root-cause analysis and continuous improvementSolid project management skills with ability to manage multiple initiatives and stakeholdersExperience translating operational needs into structured improvement initiatives and actionable requirementsStrong stakeholder management and communication skillsAbility to influence and lead without formal authorityAnalytical mindset with confidence working with operational data and KPIsExperience in Customer Service/Support or Contact Centre operations is a strong advantageExperience working with IT on data and reporting solutions is a plusProject/change management certification or Lean/Six Sigma methodologyFluent in EnglishRequisitos principalesflexible hybrid working modeltraining opportunitiesindividual development planscareer growth opportunitiesinclusive culture

📌 Manager Process Excellence (Alicante (Alacant))
🏢 Sonova
📍 Alicante (Alacant)