Senior Manager of Customer Experience

7 days ago

Aurora, Illinois, United States Sonova AG Full time
About the Role

Aurora, Illinois United States - Hybrid in office Wednesdays and Thursdays

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.

The Senior Manager of Customer Experience is responsible for direct management of premier customer support, regional customer support, and special accounts.

Key Responsibilities
  • Provide guidance and development to direct reports, comprised of individual contributors and supervisors.
  • Identify opportunities and execute change to develop a consistent, scalable, service model which is a sustainable competitive advantage for Sonova.
  • Explore opportunities to improve capacity, and utilization, and drive superior customer experience.
  • Collaborate with Customer Success team to develop meaningful and actionable metrics.
  • Serve as the primary point of contact for Premium Accounts, ensuring a high-touch and high-level service experience.
  • Oversee the handling of inbound and outbound calls to address customer inquiries, issues, and escalations promptly.
  • Ensure all communications reflect a customer-first mindset, focusing on 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 department as required during absences or increased workload periods.
About You
  • 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
About Sonova

We prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management.

We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

We are an equal opportunity employer and guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

  • Senior Manager, Customer Experience

    7 days ago

    Aurora, Illinois, United States Sonova USA, Inc. Full time

    About Sonova USA, Inc.Sonova USA, Inc. is a leading provider of innovative hearing care solutions. We are a team on a mission to help people enjoy the delight of hearing.Job Title: Senior Manager, Customer ExperienceWe are seeking a highly skilled and experienced Senior Manager, Customer Experience to join our team. As a Senior Manager, Customer Experience,...

  • Senior Manager, Customer Experience Specialist

    4 weeks ago

    Aurora, Illinois, United States Sonova AG Full time

    About the RoleThe Senior Manager of Customer Experience is a key leadership position responsible for overseeing the delivery of exceptional customer service and support. This role is critical in driving customer satisfaction, loyalty, and retention.Key ResponsibilitiesLead a team of customer support professionals to ensure timely and effective resolution of...

  • Senior Manager, Customer Experience Specialist

    3 weeks ago

    Aurora, Illinois, United States Sonova AG Full time

    About the RoleThe Senior Manager of Customer Experience is a key leadership position responsible for overseeing the delivery of exceptional customer service and support. This role is critical in driving customer satisfaction, loyalty, and retention.Key ResponsibilitiesLead a team of customer support professionals to ensure timely and effective resolution of...

  • Senior Manager, Customer Experience Leader

    4 weeks ago

    Aurora, Illinois, United States Sonova AG Full time

    About the RoleWe are seeking a highly skilled Senior Manager, Customer Experience to join our team at Sonova AG. As a key member of our organization, you will be responsible for leading our customer experience initiatives and driving business growth through exceptional customer service.Key ResponsibilitiesCustomer Experience Leadership: Provide strategic...

  • Senior Manager of Customer Success

    4 weeks ago

    Aurora, Illinois, United States Sonova USA, Inc. Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Manager of Customer Experience to join our team at Sonova USA, Inc. As a key member of our organization, you will be responsible for leading our customer support team and developing strategies to drive customer satisfaction and loyalty.Key ResponsibilitiesLead and manage a team of customer...

  • Customer Experience Specialist

    4 days ago

    Aurora, Illinois, United States Sonova USA, Inc. Full time

    About Sonova USA, Inc.We are a leading provider of innovative hearing care solutions, dedicated to bringing sound to life for millions of people around the world. Our mission is to create a world where everyone can enjoy life's unforgettable moments, and we're looking for talented individuals to join our team.Job Title: Customer Experience Specialist -...

  • Customer Experience Resolution Specialist

    1 week ago

    Aurora, Illinois, United States Sonova AG Full time

    Job Title: Customer Experience SpecialistAt Sonova AG, we are seeking a highly skilled Customer Experience Specialist to join our team. As a key member of our customer support team, you will be responsible for resolving escalated customer issues related to orders, service delivery, and critical customer concerns.Main Responsibilities:Investigate and resolve...

  • Senior Relationship Manager

    2 weeks ago

    Aurora, Illinois, United States gpac Full time

    Job Title: Senior Relationship ManagerWe are seeking a proactive and personable advisor with banking experience to fill the role of Relationship Banker. As a face of the branch, you will enhance customer relationships, refer customers to appropriate business partners, and sell financial products to prospective clients.Key Responsibilities:Experience with...

  • Customer Experience Associate

    6 days ago

    Aurora, Illinois, United States Best Buy Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Specialist. As a key member of our sales floor team, you will be responsible for providing exceptional customer service and ensuring a seamless shopping experience for our customers.Key ResponsibilitiesProvide personalized product...

  • Sales Associate

    4 weeks ago

    Aurora, Illinois, United States Carter's Full time

    About the RoleCarter's is seeking a highly motivated and customer-focused Sales Associate to join our team. As a Sales Associate, you will be responsible for providing exceptional customer service, maintaining a positive store environment, and driving sales growth.Key ResponsibilitiesCustomer Focus:Proactively assist customers with their shopping needs,...

  • Sales Associate

    3 weeks ago

    Aurora, Illinois, United States Carter'sOshKosh Full time

    About Carter's/OshKoshCarter's, Inc. is a leading marketer of apparel exclusively for babies and young children. The company owns the Carter's and OshKosh B'gosh brands, two of the most recognized brands in the marketplace.Job SummaryThe Sales Associate (SA) is responsible for creating a positive store environment by interacting with customers and employees....

  • Sales Associate

    3 weeks ago

    Aurora, Illinois, United States Carter's Full time

    Job SummaryCarter's is seeking a highly motivated and customer-focused Sales Associate to join our team. As a Sales Associate, you will be responsible for providing exceptional customer service, maintaining a positive store environment, and executing operational activities to drive sales and growth.Key ResponsibilitiesCustomer Focus:Proactively assist...

  • Sales Associate

    4 weeks ago

    Aurora, Illinois, United States Carter's Full time

    Job SummaryCarter's is seeking a highly motivated and customer-focused Sales Associate to join our team. As a Sales Associate, you will be responsible for providing exceptional customer service, maintaining a visually appealing store environment, and driving sales growth.Key ResponsibilitiesCustomer Focus:Engage with customers to understand their needs and...

  • Senior Relationship Manager

    3 weeks ago

    Aurora, Illinois, United States gpac Full time

    Job Description**About the Role**GPAc is seeking a highly skilled and experienced Senior Relationship Manager to join our team. As a key member of our organization, you will be responsible for building and maintaining strong relationships with our clients, identifying new business opportunities, and providing exceptional customer service.Key...

  • Senior Commercial Banking Relationship Manager

    4 days ago

    Aurora, Illinois, United States Wintrust Full time

    Job Title: Senior Relationship ManagerWintrust, a leading financial holding company, is seeking an experienced Senior Relationship Manager to join our Business Banking team. As a key member of our team, you will be responsible for cultivating new commercial business relationships, growing a portfolio of commercial banking customers, and expanding customer...

  • Senior Commercial Banking Relationship Manager

    2 weeks ago

    Aurora, Illinois, United States Wintrust Full time

    Job Title: Senior Relationship ManagerWintrust, a leading financial holding company, is seeking an experienced Senior Relationship Manager to join our Business Banking team. As a key member of our team, you will be responsible for cultivating new commercial business relationships, growing a portfolio of commercial banking customers, and expanding customer...

  • Senior Commercial Banking Relationship Manager

    2 weeks ago

    Aurora, Illinois, United States Wintrust Full time

    Job Title: Senior Relationship Manager - Commercial BankingWintrust, a leading financial holding company, is seeking an experienced Senior Relationship Manager to join our Business Banking team. As a key member of our team, you will be responsible for cultivating new commercial business relationships, growing a portfolio of commercial banking customers, and...

  • Senior Commercial Banking Relationship Manager

    3 weeks ago

    Aurora, Illinois, United States Wintrust Full time

    Senior Relationship Manager - Commercial BankingWintrust, a leading financial holding company with $50 billion in assets under management, is seeking an experienced Senior Relationship Manager to join our Business Banking team. As a key member of our team, you will be responsible for cultivating new commercial business relationships, growing a portfolio of...

  • Customer Support Manager

    4 days ago

    Aurora, Illinois, United States Sonova USA, Inc. Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Support Manager to join our team at Sonova USA, Inc. As a key member of our Customer Support Organization, you will be responsible for leading a team of customer support professionals and ensuring timely and accurate resolution of customer inquiries and concerns.Key Responsibilities:Lead...

  • Customer Support Manager

    1 week ago

    Aurora, Illinois, United States Sonova AG Full time

    Job Title: Customer Support ManagerAt Sonova AG, we are seeking a highly skilled and experienced Customer Support Manager to join our team. As a key member of our Customer Support Organization, you will be responsible for leading a team of customer support professionals and ensuring timely and accurate resolution of customer inquiries and concerns.Key...