Sr. Manager Product Service Operations

Who we are

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.
- Mexicali, Mexico

Sr. Manager Product Service Operations
Who we areIn 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, through our core business brands - Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license) and Unitron - we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.Mexicali, BC, México - Onsite (Presencial)**Senior Manager, Product Service Operations**
The Senior Manager, Service Operations will play a key role in shaping Sonova’s service strategy and driving operational excellence to deliver an exceptional customer experience. This role partners globally across Strategic Businesses, Operations, and key functions to implement standards, processes, and improvements that enhance service quality, delivery, cost efficiency, and ESG outcomes.**Responsibilities**:
- Design, develop, and implement the global Service/Repair Operating Model.
Establish and deploy global standards and processes to ensure consistent, high-quality repair service.
Benchmark, define, and track key performance metrics (NPS, OTTR, re-repair rates, service costs).
Standardize repair center processes, layouts, and workflows for maximum efficiency.
Lead global deployment of best practices and continuous improvement initiatives.
Train and guide site teams on performance metrics and operating standards.
Partner cross-functionally with OPS regions, service centers, corporate functions, and commercial teams to align service offerings with customer needs.**More about you**:
- Bachelor’s degree required; MBA preferred.
5+ years’ progressive operations leadership experience in a large organization.
Proven expertise in Lean Operating Systems, ERP systems, and manufacturing optimization.
Track record of driving cross-functional collaboration and continuous improvement.
Outstanding intellect, strong business and financial acumen, and excellent communication skills.
Ability to influence, inspire, and motivate diverse internal and external stakeholders.
Strong ethics, integrity, and passion for people development.
Fluent in English; Spanish or German a plus.
Proficiency with Microsoft Office Suite and ERP tools.Travelling Requirement: 50%- 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- What we offer:
- Benefits in accordance with the Federal Labor Law (LFT)
- Savings fund (Fondo de Ahorro)
- How we work:
- At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.Sonova is an equal opportunity employer.
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