Overview Job information Director Customer Experience from the Company Sonova , located in Aurora, IL , United States . This opening is for candidates with a Bachelor Degree . The role is in the Customer Service field. Company Sonova AG – a leading provider of innovative hearing care solutions with brands Phonak, Unitron, Connect Hearing, and Advanced Bionics. We develop, manufacture and distribute solutions to improve hearing and quality of life. We emphasize a hybrid work model and inclusive collaboration across teams. Role and Responsibilities Director, Customer Success is a Growth Leader responsible for managing the Credit/Rebill Team, Order Management Team, and National Accounts consisting of 8 - 10 FTEs. This is a key leadership position requiring strong leadership, strategic initiative execution, and collaboration with senior leadership, project teams, corporate and global management, customers and other departments. Purpose of role: Lead customer success initiatives in a way that drives growth and operational excellence across teams and customer touchpoints. Key Tasks and Responsibilities Lead day-to-day operations and large-scale, complex strategic initiatives across Customer Success functions. Collaborate with Senior Leadership, corporate and global management, and cross-functional teams. Build and mentor a direct report team focused on customer operations. Education and Skillset Requires a bachelor’s degree from a four-year college or university with courses in marketing or business administration, or a combination of education and experience. A master’s degree in business administration is recommended, but not required. 7 to 10 years of progressively responsible industry experience, with a minimum of 5 years in sales preferred. 3+ years of strategic management experience; strong organizational, analytical, problem-solving, and leadership skills. Proficiency in customer experience and data management software; strong verbal and written communication; coaching and mentoring abilities. Ability to read and interpret business materials; ability to present to groups of managers and executives. Strong time management, prioritization, and change management capabilities. Experience with SAP (OTC), SFDC, BI systems, and project/process improvement experience. Ability to operate word processing, spreadsheets, databases; good understanding of company policies and industry standards. Minimum internet connectivity: 200 Mb/s download and 10 Mb/s upload for remote/hybrid work. Our Offer and Benefits Improved quality of life for people with hearing loss; challenging and motivating work; dynamic team. Flexible working conditions with a modern mindset and processes. Opportunities for growth, further training, and development; diverse and inclusive culture. Medical, dental and vision coverage; health accounts; 401k with company match; life/AD&D; disability coverage; paid time off; holidays; parental leave; EAP; counseling. Equality, Diversity & Inclusion D&I focused: D&I council and employee resource groups (rules/offerings may depend on group or location). Additional Information Keywords and logistical details: Closed Date: 2025-11-05.

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