Sonova

Location: Valencia United States Job Description: Valencia, CA - Onsite Engineer, Systems Test The Professional Test and Verification Engineering performs moderately complex assignments of the engineering test and verification function for hearing systems. As part of the Systems Test team, the engineer will take an essential role of integrating a feature-rich firmware onto the multi-core hardware of the next generation of cochlear implant system. The engineer will evaluate the performance, the safety, the connectivity, and the robustness characteristics of the design in close cooperation with technical and regulatory team members, during the design and the verification phase. Responsibilities: - Designs or modifies test plans and selects appropriate test approaches for complex test projects with the test manager. - Designs, reviews and maintains efficient and effective test cases to assure an adequate test set with focus on understandability for further tests and possible test automation. - Responsible for the hardware and software design and development of automated testing environment, plus its documentation, qualification, and maintenance. - Collaborates with design team members for failure mode analysis and to prepare products for testing. More about you: - Minimum Bachelor's Degree in appropriate engineering field of study or equivalent work experience. Master of Engineering or related field, preferred. - 2 years in real-time, low power, embedded system testing - 2 years in using fully automated test applications in LabVIEW - 2 years in using MATLAB, Python, C/C++. 4 years in real-time, low power, embedded system testing, 2 years in using TestStand as a test executive for LabVIEW applications, preferred. - Analytical and results-driven professional with strong problem-solving abilities, including the ability to address challenges outside their primary technical expertise while maintaining accountability for business needs and objectives. - Excellent communication skills with the ability to effectively collaborate across teams, manage multiple priorities, and work efficiently both independently and within cross-functional environments. - Strong technical aptitude, learning agility, and commitment to product safety and quality, with experience or background in audio digital signal processing. - Proficient in English and skilled in Microsoft Office applications including Word, Excel, PowerPoint, Outlook, and Microsoft Visio or similar software tools. Further Requirements: Certified LabVIEW Associate Developer, preferred. 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! We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact Sonova Human Resources 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 (or sick and vacation time), 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 discount for employees and family - Internal social recognition platform - Plan rules/offerings dependent upon group Company/location. This role's pay range is between: $82,800/yr - $124,200/yr. This role is also bonus eligible. 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 We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Title: Customer Engagement Consultant - Contact Centre Location: Sydney or Melbourne Australia Job Description: 163447 Join a Team That Changes Lives — One Conversation at a Time Ready to put your outbound sales skills to work in a role where every conversation truly counts — and get rewarded with a monthly performance bonus for it? Join our high-performing Customer Engagement Consultant at Sonova, the world’s largest hearing care company, and build a career where the calls you make create life-changing outcomes for people living with hearing loss. We’re on the hunt for driven, results-obsessed sales professionals who know how to connect, engage and convert. This role is based in either Sydney or Melbourne — your city, your choice. If you thrive in a supportive, high-energy, and results-driven team, this is the move you’ve been waiting for. Why You’ll Love This Role As a Customer Engagement Consultant, you’ll have purposeful, warm conversations — reaching out to people who genuinely need your help. You’ll speak with warm leads, reconnect with past clients, and reach out to new prospects, booking appointments across our 180+ clinics nationwide. Your outbound sales skills will finally be put to work in a way that feels rewarding, not just relentless. You'll also be at the forefront of something exciting by promoting the latest AI-powered hearing technology, helping people access innovations that are genuinely transforming the way the world sounds. Every call you make has real purpose. Every conversation changes someone’s life. What You'll Do - Make high‑volume outbound calls to re‑engage existing clients and connect with new prospects - Convert warm leads into booked appointments using persuasive, consultative sales skills - Build instant rapport and deliver a positive customer experience in every interaction - Champion the latest hearing technology — including AI-driven solutions — with confidence, clarity, and empathy - Maintain accurate and up‑to‑date client information in our Patient Management System (PMS) - Meet and exceed your daily/weekly/monthly KPIs - Support inbound calls as required in our hybrid contact‑centre environment About You You live and breathe outbound sales. You know the rhythm of a fast-paced call centre environment, you know how to handle objections like a pro, and you’re hungry for a role where your skills are genuinely valued — and your results are genuinely rewarded. You love the thrill of hitting (and smashing) targets, and you’re ready to do it somewhere that truly matters. You bring: - Proven outbound call centre or telesales experience — you know how to work a pipeline - A persuasive, confident and friendly phone manner - A strong sales mindset with a genuine desire to help others - A track record of hitting KPIs and the resilience to keep going when it counts - Fast rapport‑building and active listening skills - Experience using CRM or PMS systems - A never give-up attitude and a positive and self‑motivated outlook Why Join Us? At Sonova, we’re a global leader in hearing-care innovation operating across 100+ countries and trusted by millions. We’re dedicated to helping people hear the world without limitations, and we’re doing it with some of the most advanced hearing technology ever developed, including AI-powered solutions at the cutting edge of the industry. When you join our team, you join a company making a real difference to the lives of people with hearing loss – every single day. We offer: - Based in Sydney or Melbourne — your choice of location - Competitive base salary + monthly performance bonuses - Flexible hours (9am–5pm or 10am–6pm) - Hybrid working model for better work–life balance - Paid Parental Leave & Birthday Leave - Discounts at 500+ retailers via our Employee Enrichment Hub - Employee discounts on products for you and your family - Access to LinkedIn Learning, EAP & wellbeing resources - Clear career pathways — we promote and develop from within - A supportive, inclusive culture that celebrates success together Be Part of Something Bigger In our team, every call counts. We celebrate wins, back each other up, and create an environment where high performers are recognised and rewarded. This isn’t just another call centre job — it’s a career with meaning. Ready to bring your drive and determination somewhere it’ll make a real difference? Apply now — your next career move is one conversation away. #LI-APL #ContactCentre #SalesOutbound #CallCentre Sonova is an equal opportunity employer We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Title: Senior Manager, Web & SEO Location: Aurora United States Job Description: Position Summary AudioNova is seeking a highly strategic and execution-focused Senior Manager, Web & SEO to own and scale our digital front door. This role is responsible for driving measurable growth in appointments, revenue, and patient acquisition through best-in-class website performance, SEO, and conversion rate optimization (CRO). Corporate Office: Aurora, IL - Hybrid Schedule with two remote days Salary: $137,800 - $168,000 Your role at AudioNova: This is not a maintenance role. You will be expected to transform our website into a high-performing acquisition engine by integrating SEO, UX, analytics, and experimentation into a cohesive growth strategy, inclusive of emerging AI-driven discovery channels and search experiences. Key Responsibilities - Own Website Performance as a Revenue Driver - Lead end-to-end website strategy across AudioNova.com and supporting digital properties - Translate business goals into site performance improvements (appointments, conversion rate, revenue) - Identify and close conversion gaps across key journeys (clinic finder, eBooking, lead forms) - Own performance and optimization of the eBooking experience as a core conversion product, including reducing friction, improving completion rates, and increasing speed to appointment - Partner with call center and CRM teams to optimize total conversion (online + offline), ensuring high-intent demand is effectively captured, routed, and converted - Partner with global and technical teams to improve site speed, mobile performance, and UX Lead Advanced SEO Strategy - Define and execute a comprehensive SEO roadmap (technical, on-page, off-page) - Drive scalable organic growth with a focus on high-intent, local, and ecommerce queries - Evolve SEO strategy to account for AI-driven search and large language model (LLM) experiences, including optimizing content, structured data, and authority signals to improve visibility beyond traditional search engines - Partner with external agencies and internal stakeholders to ensure accountability to outcomes - Own forecasting, performance tracking, and ROI measurement for organic search Build and Scale a CRO & Experimentation Program - Build and operate a high-velocity experimentation engine, prioritizing tests based on revenue impact and continuously scaling winning ideas across the funnel - Analyze user behavior and funnel drop-off points to inform hypotheses - Optimize key conversion points: appointment booking, lead forms, product pages - Partner with analytics and media teams to ensure full-funnel visibility Strengthen Analytics & Attribution - Ensure accurate tracking across all web interactions (GA4, tagging, UTMs, booking flows) - Partner cross-functionally to improve attribution from lead → appointment → revenue - Develop dashboards and insights that directly inform investment decisions - Identify and resolve data integrity issues impacting performance visibility Drive Cross-Functional Execution - Act as the primary liaison between Marketing, IT, Product, and Global teams - Define requirements and prioritize development roadmap for site enhancements - Advocate for North America conversion needs within global platform constraints, ensuring the site operates as a high-performing local acquisition engine - Hold internal and external partners accountable to timelines and outcomes - Influence senior leadership with data-driven recommendations Qualifications - 7-10+ years of experience in SEO, CRO, and digital product/web management - Proven track record of driving measurable growth in traffic, conversion, and revenue - Deep expertise in: - Technical SEO (site architecture, indexing, Core Web Vitals) - On-page and content strategy - Conversion rate optimization and experimentation frameworks - Strong analytical skillset: - GA4, tagging frameworks, attribution models - Ability to connect marketing activity to downstream revenue impact - Experience managing agencies and holding partners accountable to performance - Familiarity with emerging search paradigms, including AI-driven search experiences and LLM-based discovery - Ability to operate both strategically and hands-on - Strong cross-functional leadership and communication skills What Success Looks Like - Significant increase in organic traffic and high-intent visibility - Measurable lift in website conversion rates and booked appointments - Improved eBooking conversion rates and speed to appointment - Clear, trusted end-to-end conversion visibility (online + offline) - A structured, continuously improving experimentation engine tied to revenue - Improved visibility across both traditional search engines and emerging AI-driven discovery environments - Website positioned as a primary growth driver, not just a support channel Why This Role Matters AudioNova is making a significant shift toward digital-led growth. This role is critical to unlocking the full value of that investment by ensuring our website and organic channels are optimized to convert demand into patients and revenue - while staying ahead of how consumers increasingly discover and evaluate healthcare providers. Statement of Other Duties: This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described. We love to work with great people and strongly believe that a diverse team makes us better. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of race, color, creed/religion, sex, sexual orientation, marital status, age, mental or physical disability. Sonova is an equal opportunity employer. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Title: Curriculum and Instructional Design Specialist Location: Remote United States Job Description: 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. Remote, United States Remote Curriculum and Instructional Design Specialist The Curriculum and Instructional Design Specialist is responsible for leading the strategy, design, and continuous improvement of the training curriculum and instructional development across customer success by utilizing best practices and independent judgment in instructional design and establishing methods for delivery that align with business objectives, regulatory requirements, and organizational performance goals. Responsibilities: - Assess and define training needs across supported audiences for new products, processes, and systems; independently prioritize initiatives, allocate resources, and develop schedules for design, delivery, and evaluation of learning programs. - Design and develop comprehensive learning experiences—including new hire onboarding, role transitions, leadership training, and ongoing product/process/technology education—applying appropriate instructional methodologies, adult learning principles, and business-aligned frameworks. - Develop instructional strategies, course materials, and assessment techniques while determining the optimal integration of instructional technologies and best practices; create learning content across multiple formats (print, graphics, audio, video, and multimedia) with ownership of format, content, and delivery decisions. - Lead the implementation and optimization of learning technologies, including multimedia tools, course authoring platforms, and Learning Management Systems (e.g., Sonova LMS, Docebo); evaluate, recommend, and enhance tools and technologies supporting the online learning environment. - Research and advise leadership on educational best practices, instructional resources, emerging technologies (including AI in adult learning), and multimedia solutions; continuously evaluate training methodologies and delivery technologies, document findings, and drive improvements based on business impact. - Ensure training compliance and operational effectiveness by maintaining up-to-date learning materials and work instructions, collaborating with trainers on content management, participating in internal and external audits, interpreting regulatory requirements, advising on corrective actions, overseeing training schedules and audience assignments, supporting content prioritization, and designing/evaluating annual exams aligned to dynamic resource allocation (DRA) goals, along with other assigned duties. - Leverage AI tools for content creation, integrating them into the implementation, optimization, and continuous improvement of learning technologies and digital training solutions. More about you: - Bachelor’s degree or equivalent experience in training and/or instructional design required; training certifications are preferred. - Demonstrated experience in training delivery, including 2+ years conducting training/OJT/coaching/mentoring, 3+ years in instructional design and curriculum development, and 2+ years working with Learning Management Systems (e.g., Totara, Docebo); experience in audiology/medical devices, process improvement, LMS exposure beyond baseline, customer service, and operations processes is preferred. - Strong interpersonal and analytical skills required to effectively engage stakeholders and assess training needs. - Proven classroom management, facilitation, and mentoring/OJT capabilities required to support diverse learning environments. - Ability to act as a positive, dynamic role model for Customer Service staff required, demonstrating leadership presence and influence. - Excellent verbal, written, and presentation skills required to deliver effective training and communication across audiences. - Proficiency in Microsoft Office required; experience with eLearning development tools and technologies is preferred. 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! We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact Sonova Human Resources 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 (or sick and vacation time), 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 discount for employees and family - Internal social recognition platform *Plan rules/offerings dependent upon group Company/location. This role's pay range is between: $77,040/yr - $95,000/yr. This role is also bonus eligible. 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. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Title: Collections Specialist Team Lead Location: Aurora, IL Job Description: 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. Collections Specialist Team Lead The Collection Specialist Team Lead is responsible for managing a high-profile customer portfolio while leading and supporting the Accounts Receivable team. This role focuses on driving collections performance, resolving complex billing issues, and improving processes to ensure timely and accurate payment resolution. The position partners closely with internal teams and serves as a key escalation point for complex customer accounts while coaching and developing AR specialists. Responsibilities: • Manage a high-profile portfolio of complex and high-revenue customer accounts, ensuring timely collection and resolution of outstanding balances • Negotiate payment arrangements and develop creative solutions for past-due accounts • Serve as a subject matter expert and escalation point for complex collections and billing issues • Lead and support the AR Specialist team, including coaching, training, and onboarding new team members • Oversee daily operations including managing the phone queue and ensuring high-quality customer interactions • Partner cross-functionally to resolve billing discrepancies and improve processes related to collections and account management • Proactively audit customer accounts and make approval or hold decisions based on risk and payment behavior More about you: • High school diploma required; Bachelor’s degree preferred • 5+ years of experience in accounts receivable, billing, credit, or collections • Prior leadership or team lead experience required • Experience with SAP and collections systems such as Get Paid preferred • Strong analytical and problem-solving skills with the ability to manage complex accounts • Excellent communication skills with the ability to interact with customers and internal stakeholders at all levels • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment 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! We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact Sonova Human Resources 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 (or sick and vacation time), 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 discount for employees and family - Internal social recognition platform *Plan rules/offerings dependent upon group Company/location. This role's pay range is between: $61,000 – 77,000 . This role is also commission eligible/bonus eligible. 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. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Director, Coprorate Communications Location: Aurora, IL (Hybrid) Job Description: The Director, Communications serves as the strategic leader for all regional communications, shaping an agenda that strengthens Sonova's reputation, elevates leadership visibility, and deepens employee engagement. As a trusted advisor to the President GVP North America, this role drives a unified communications strategy that supports business growth, aligns with global priorities, and ensures consistent, high-quality messaging across all internal and external touchpoints. This role partners closely with Group Communications, HR, Governmental Affairs, and regional leadership to deliver impactful, timely, and narrative-driven communication. Responsibilities: - Develop and lead the North America communications strategy, ensuring alignment with Sonova's global brand and business priorities - Serve as a strategic advisor to the President and regional leadership, guiding executive communications, high-impact messaging, and stakeholder engagement - Drive internal communications that inspire employees-through storytelling, leadership visibility, and owned formats such as town halls, video messages, and digital platforms - Manage change and crisis communications, partnering with HR and business leaders to support transformation efforts, mitigate risks, and safeguard Sonova's reputation - Lead external communications by strengthening media relationships, supporting thought leadership initiatives, and shaping market-appropriate messaging for the U.S. and Canada - Ensure brand stewardship through consistent application of Sonova's identity, local activation of global campaigns, and oversight of regional social media presence - Manage key stakeholders and agency partners to deliver integrated, high-impact communications across organizational, cross-functional, and public environments More about you: - Bachelor's or Master's degree in Communications, Public Relations, Journalism, or related field, with 8+ years of experience in corporate communications - Proven experience advising senior executives and managing high-stakes, high-visibility communications in complex environments - Experience in both in-house and agency settings preferred - Strategic thinker with strong business acumen, able to translate regional priorities into compelling narratives and actionable communication plans - Expertise in media relations and digital communications, with a clear understanding of stakeholder engagement in the U.S. and Canada - Skilled collaborator with experience navigating matrixed, global organizations and influencing cross-functional stakeholders - Continuous improvement mindset, with operational excellence, strong accountability, and the ability to coach leaders on authentic, effective communication 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! We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact Sonova Human Resources 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 (or sick and vacation time), 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 discount for employees and family - Internal social recognition platform - Plan rules/offerings dependent upon group Company/location. This role's pay range is between: $154,000 - $215,000. This role is also bonus eligible. 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. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Title: Senior Director, Customer Success Location: Aurora United States Job Description: Aurora, IL (Hybrid) The Senior Director, Customer Success will define and lead Sonova's North American customer success strategy while ensuring exceptional execution across Customer Service, Technical Support, Lead Generation, and Software Support teams. This role combines strategic vision with hands-on operational leadership to deliver best-in-class customer experiences, drive operational excellence, and position Sonova as the industry leader in customer satisfaction and service delivery. Responsibilities: - Define and execute a multi-year customer success strategy aligned with business priorities, product launches, and evolving customer needs - Lead and develop a large, multi-channel organization across retail and wholesale customer support functions, fostering a high-performance, customer-centric culture - Drive operational excellence through workforce planning, capacity modeling, and daily management systems that improve productivity and service levels - Establish scalable processes and governance to ensure consistency, quality, and efficiency across all customer-facing teams - Champion resolution of high-impact customer issues, partnering cross-functionally to drive timely, effective solutions - Integrate systems and processes across Customer Service, Technical Support, and Software Support to enable seamless, end-to-end customer experiences - Develop and implement KPI frameworks to measure performance, including service levels, response times, resolution rates, and customer satisfaction - Leverage data and analytics (CRM, telephony, ERP) to identify trends, drive insights, and inform strategic decisions - Evaluate and implement new technologies, including AI-driven tools, to enhance efficiency, automation, and customer engagement - Lead change management initiatives, particularly during product launches and organizational transitions, ensuring minimal disruption to customer experience - Partner closely with Sales, Marketing, and Operations to align on customer needs, drive revenue growth, and improve retention - Manage departmental budget, ensuring cost optimization while maintaining high service standards More about you: - 15+ years of progressive Customer Support, Customer Success, or Customer Service leadership, including experience at the Director / Sr. Director level - Proven experience leading large, multi-channel teams (100+ employees), including remote or hybrid environments - Strong track record of driving transformation, operational excellence, and customer-centric strategies - Experience partnering cross-functionally with Sales, Marketing, and Operations to drive growth and retention - Deep understanding of customer service technologies (CRM, workforce management, telephony) and data-driven decision making - Demonstrated ability to balance strategic planning with hands-on execution in a fast-paced environment - Excellent leadership, communication, and influencing skills with a strong customer-first mindset 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! We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact Sonova Human Resources 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 (or sick and vacation time), 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 discount for employees and family - Internal social recognition platform - Plan rules/offerings dependent upon group Company/location. This role's pay range is between: $154,000 - $220,000. This role is also bonus eligible. 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. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

• Deeply understand and communicate the sales process to customers, delivering consistent and compelling messaging aligned with field strategies. • Proactively maintain contact with assigned accounts, including those not actively covered by field sales, following prescribed frequency metrics. • Follow up on field team visits, ensuring seamless communication and execution of next steps. • Build strong relationships with customers throughout the sales process, adopting a customer-centric approach and ensuring responsiveness to inquiries. • Identify, prioritize, and engage with new account leads, qualifying opportunities and facilitating appointments for field sales. • Manage customer communications in coordination with field team strategies, including funnel management and support for new, stalled, and ongoing opportunities. • Support territory planning and quarterly business reviews by collaborating closely with Regional Sales Managers and Clinical Trainers. • Assist with loyalty program onboarding, compliance, and utilization, in partnership with field representatives. • Ensure customer data accuracy by maintaining and updating contact details and TAUPs. • Document all customer interactions daily in the CRM system and comply with all local, state, federal, and internal policies. • Support promotional initiatives, training events, and product launches, complementing field team activities.

• Conduct regular sales calls to current and prospective customers within the assigned territory • Grow sales of Phonak products by developing new accounts and expanding existing relationships • Promote and demonstrate new hearing technology and solutions • Provide training on product fitting, fine-tuning, and software usage • Partner with Regional Directors, Key Account Managers, trainers, and inside sales teams to support customer success • Conduct needs assessments and recommend appropriate product solutions for customer clinics • Negotiate pricing and support marketing strategies that drive customer business growth • Support onboarding and training of new accounts • Maintain accurate documentation of customer activity within Salesforce • Manage expense reporting through Concur and ensure compliance with internal policies • Represent Phonak at regional and national meetings as required

• Conduct qualification, initiation, interim monitoring, and close-out visits in accordance with the Monitoring Plan • Ensure investigational sites remain compliant with the approved protocol, regulatory requirements, and Sponsor SOPs • Perform source data review and verification to ensure accuracy, completeness, and traceability of clinical data • Review and ensure timely reporting of adverse events and device deficiencies • Support preparation of FDA Annual Reports and regulatory submissions as applicable • Maintain and reconcile TMF/eTMF documentation to ensure inspection readiness • Provide site training on investigational plan requirements and study procedures • Collaborate with Regulatory Affairs and Data Management to resolve data and compliance issues • Escalate protocol deviations, compliance concerns, or site performance issues as appropriate • Support internal and external audit readiness activities