Senior Manager, Customer Experience

at Phonak in Aurora, Illinois, United States

Job Description

Who we are
You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life's unforgettable moments.
We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.
If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.
Join Sonova. Create sense.

Aurora (IL), United States

Senior Manager, Customer Experience

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

Senior Manager, Customer Experience

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.

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

More about the role:
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 completive 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.
Other duties as assigned
More 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
Don't meet all the criteria? If you're willing to go allin and learn we'd love to hear from you!

What we offer:
Medical, dental and vision coverage*
Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
TeleHealth options
401k plan with company match*
Company paid life/ad&d insurance
Additional supplemental life/ad&d coverage available
Company paid Short/Long-Term Disability coverage (STD/LTD)
STD LTD Buy-ups available
Accident/Hospital Indemnity coverage
Legal/ID Theft Assistance
PTO, floating Diversity Day, & paid holidays*
Paid parental bonding leave
Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
Robust Internal Career Growth opportunities
Tuition reimbursement
Hearing aid... For full info follow application link.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.