Complaint Handling Manager

Sonova AG•Aurora, IL

2d•$78,000 - $97,000•Hybrid

About The Position

We’re looking for a detail-oriented and analytical Complaint Handling Manager to lead our complaint handling team and oversee the end-to-end customer complaint process. This role will support timely and thorough investigations, identify complaint trends, drive process improvements, and partner cross-functionally to improve the customer experience.

Requirements

5+ years of experience in complaint handling, customer service, quality, or operations within a regulated industry
Medical technology, medical device, healthcare, or similar regulated industry experience strongly preferred
Hands-on experience using Salesforce required
SAP experience also required
Strong analytical skills with the ability to identify trends, interpret data, and provide actionable recommendations
Strong attention to detail with excellent documentation accuracy
Effective written and verbal communication skills with the ability to partner across cross-functional teams
High school diploma required
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Nice To Haves

associate or bachelor’s degree preferred

Responsibilities

Lead, coach, and develop a team of complaint handling specialists, including assigning cases, setting priorities, and monitoring performance
Oversee the full complaint handling process, including intake, triage, investigation, root cause analysis, resolution, and customer communication
Review and approve investigation plans, corrective actions, and formal customer responses to ensure accuracy, consistency, and compliance
Analyze complaint data to identify trends, service gaps, and opportunities for process improvements
Define, track, and report on KPIs through summaries, dashboards, and executive-ready reporting
Partner with Operations, Customer Success, Quality, IT, Customer Support, Legal, and Global Process Owners to resolve escalations and support continuous improvement

Benefits

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