Overview
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In this role you drive cross-functional process improvement and transformation within Sonova’s Customer Care & 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 / Incentivos
flexible hybrid working model
training opportunities
individual development plans
career growth opportunities
inclusive culture
Responsabilidades
Identify process inefficiencies and opportunities across Customer Care and Support
Conduct root-cause analysis using operational data and design future-state processes
Lead cross-functional transformation projects from concept to piloting and implementation
Prioritize initiatives with Customer Support leadership based on operational needs
Establish project governance, manage risks and dependencies, and report to senior leadership




Ensure adoption of new processes and hand over to business owners
Monitor customer service and digital channel KPIs to drive continuous improvement
Maintain an overview of the transformation portfolio and align with broader strategy
Act as a connector across Customer Care, IT and other functions for sustainable solutions
Requisitos principales
8+ years in process improvement, business transformation or project/program management
University degree in Project Management, Marketing, Communications or related field
Strong experience in process design, root-cause analysis and continuous improvement
Solid project management skills with ability to manage multiple initiatives and stakeholders
Experience translating operational xqbhyrx needs into structured improvement initiatives and actionable requirements
Strong stakeholder management and communication skills
Ability to influence and lead without formal authority
Analytical mindset with confidence working with operational data and KPIs
Experience in Customer Service/Support or Contact Centre operations is a strong advantage
Experience working with IT on data and reporting solutions is a plus
Project/change management certification or Lean/Six Sigma methodology
Fluent in English
Stakeholder management
Communication
Influence without authority
Process design
Root-cause analysis
KPI dashboarding/data interpretation

📌 Manager Process Excellence (Valencia)
🏢 Sonova
📍 Valencia