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About the Role
Lead the operational and digital transformation of Sonova’s global Customer Engagement Centers, supporting markets in moving from fragmented local operations to regional BPO hubs while introducing automation, AI, and standardized ways of working. This role combines strong contact-center expertise, analytics, outsourcing experience, and change leadership.
Responsibilities
- Own and execute the global CEC transformation roadmap.
- Support outsourcing and the transition of markets into regional BPO hubs.
- Coordinate operational readiness, process harmonization, knowledge transfer, training, go-live and stabilization.
- Identify and deploy high-impact AI, automation and digital solutions.
- Use contact-center analytics to identify opportunities, define priorities and track benefits.
- Build business cases and measure improvements in productivity, cost, quality, customer experience and conversion.
- Drive adoption of new tools, processes and operating models.
- Collaborate with global functions, local markets and external BPO partners.
Requirements
- At least eight years of experience in contact-center operations, customer experience or service transformation.
- Strong knowledge of inbound and outbound contact-center operations.
- Experience with contact-center outsourcing, consolidation or migration to shared-service or BPO hubs.
- Proven experience leading complex, multi-market transformation programs.
- Strong analytical skills and experience with contact-center KPIs and performance data.
- Experience implementing AI, automation or digital-enablement solutions.
- Good understanding of CRM, contact-center and analytics platforms.
- Strong stakeholder-management, communication and change-leadership skills.
- Fluent English.
- Operational credibility combined with transformation expertise.
- Analytical and pragmatic approach.
- Comfortable working across countries, functions and external partners.
- Ability to translate strategy and technology into practical implementation and measurable business results.
Skills
- Contact-center operations
- Customer experience
- Service transformation
- Inbound and outbound contact-center operations
- Contact-center outsourcing
- Contact-center consolidation
- Migration to shared-service or BPO hubs
- Transformation program leadership
- Analytical skills
- Contact-center KPIs
- Performance data analysis
- AI implementation
- Automation implementation
- Digital-enablement solutions
- CRM platforms
- Contact-center platforms
- Analytics platforms
- Stakeholder management
- Communication
- Change leadership
Work Type
- Hybrid
Experience Level
- Senior Manager
- At least eight years of experience
Benefits
- Flexible hybrid working model
- Opportunity to shape the future operating model of a global organization
- Unique combination of operational transformation, technology implementation, and innovation
- 30 days of paid annual leave
- Subsidized VBB or Deutschland ticket
- Contribution towards your Urban Sports Club membership
- Dedicated learning & development budget
- Weekly learning time
- LinkedIn Learning license
About the Company
- One of the world’s leading hearing care providers headquartered in Switzerland.
- Committed to building an inclusive culture.
- Creating an environment where you can balance a successful career with your commitments and interests outside of work.