Customer Success Continuous Improvement Manager

4 weeks ago

Aurora, United States Sonova Full time

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

Customer Success Continuous Improvement Manager

Purpose of role: The Continuous Improvement Manager will lead cross functional development teams through coaching, support, and project management to the organization to support the company’s lean transformation. This position will identify areas of potential improvement and work with Departmental Leaders to address improvement potential by using tools that include Value Stream Mapping, Kaizen, 5S, Daily Management, Standard Work, Pull Systems, and Design for Lean Six Sigma. This position will ensure that all improvements implemented are consistent with all Regulatory, Quality, and Corporate Compliance requirements.

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 :

Hands on position responsible for successfully deploying sustainable SonovaX standard toolkit and ensuring it holds consistent with local and global standards including; Daily Management, Standard Work, Leadership Standard Work, Value Stream Mapping, Pull System, Visual Management and Process Improvements Working partner with the Sr. Director to support future state of Customer Success vision – identifying CI opportunities in all areas of customer interactions and transactions Helps to establish an organizational culture of Continuous Improvement by acting as a coach and mentor to all levels of the organization Through the use of Value Stream Mapping, Kaizen, or other similar technique identify processes and eliminate 8 level waste within the organization that can achieve a significant gain Continually challenge conventional thinking by challenging current processes and procedures in the spirit of continuous improvement Act as a change agent within the organization by identifying bottlenecks and constraints within the organization and helping eliminate barriers to change Work with Sr. Leaders, Managers and Supervisors to create a project team to realize efficiency and productivity gains Provide leadership and coaching to project teams to ensure success Ensure all proposed improvements are consistent with Regulatory, Quality, and Corporate Compliance requirements Work closely with Sr. Director to ensure productivity goals for yield and efficiency are achieved Collaborate and Support Customer Success training unit to refine current training material and create new standards and procedures Communicate status of process improvement progress to senior leaders of Customer Success organization Perform other duties as necessary or as requested by manager

Education and Skillset :

Bachelor’s Degree OR equivalent work experience required Lean Certification from respected organization OR equivalent experience (Lean Six Sigma black belt highly preferred) 7+ years of experience in Continuous Improvement with a minimum of 5 years in a leadership role and demonstrated track record of implementation success in manufacturing environment 8 years computer skills with background in ERP / MRP systems (preferably SAP) and Microsoft Office Suite Skilled influencer that can impact across all levels of organization and motivate others High energy and ability to work with minimal supervision Skilled influencer that can impact across all levels of organization and motivate others High energy and ability to work with minimal supervision Ability to manage multiple projects Excellent mathematical and analytical skills

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 

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