Director Customer Support

The Director Customer Support is globally responsible for designing, standardizing, and continuously improving the customer service framework. Acting as Global Process Owner, this role defines the support models, structures, and governance that enable regions and countries to deliver accessible, predictable, and customer-friendly service. By balancing global consistency with local flexibility, the Director ensures customer service is scalable, efficient, and positioned as a differentiator for Sonova. This role champions service excellence and empowers customer-facing teams worldwide to deliver seamless experiences that increase satisfaction, loyalty, and efficiency. Key responsibilities include defining and governing global customer service processes, designing and optimizing support structures, driving a customer-centric service culture, establishing and tracking global KPIs for customer service, and building scalable capabilities for customer service delivery.

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them. Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change. Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

• University degree in business administration, project management, marketing, communications or related field.

• 8–10 years in customer service leadership with global or multi-market scope.

• Exceptional customer-orientation and a strong background in support model design and optimization, balancing global consistency with local flexibility.

• Demonstrable experience in leading and designing customer support / service strategies and integrating new solutions (digital, AI) to automate and enhance service.

• Strategically thinker with strong analytical/problem-solving skills.

• Entrepreneurial mindset, including a high tolerance for ambiguity and penchant for experimentation.

• Pronounced hands-on mentality and bias towards action.

• Strong continuous improvement mindset and capability to develop and improve processes whilst juggling competing project timelines.

• Ability to effect change, leading people, process, and technology in a dynamic and complex operating environment.

• A proactive collaborator who enjoys working across functions and leading others indirectly within a matrixial organization.

• Strong stakeholder management with a proven ability to influence leadership up to CxO level.