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.

adaptable hybrid working model training opportunities career growth opportunities inclusive culture

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

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 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

Communication

Influence without authority

Root-cause analysis

📌 Manager Process Excellence - Sonova (Madrid)
🏢 Sonova
📍 Madrid