Director, Operations Government Services

Sonova AG • Aurora, IL

2d

About The Position

The Sr. Manager, Operations Government Services is responsible for leading the service and operational performance of the Government Services value stream. This role oversees customer service and order fulfillment operations while driving performance across quality, delivery, and cost. The position partners closely with cross-functional teams to execute strategic initiatives, ensure compliance with government and regulatory requirements, and deliver operational excellence within a complex, high-visibility channel.

Requirements

• Bachelor’s degree in Business Administration, Engineering, Healthcare Administration, or related field preferred
• 7–10 years of experience in operations, customer service, or sales, preferably supporting government or contract-based customers
• Proven leadership experience managing teams within complex operational environments
• Strong understanding of operational KPIs, process improvement, and value stream management
• Experience working in regulated environments with knowledge of compliance and quality standards
• Strong communication and stakeholder management skills, with the ability to influence across all levels
• Proficiency in Microsoft Office; experience with SAP, BI tools, or similar systems 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

Responsibilities

• Lead the development and execution of the Government Services operational model across customer service and order fulfillment
• Own performance across key KPIs including quality, on-time delivery (OTTR), and cost (OPEX)
• Partner with Government Services Sales to support revenue growth and market share objectives
• Identify value stream opportunities and drive strategic initiatives in collaboration with regional and global stakeholders
• Oversee operations across order entry, order management, customer service, and fulfillment teams
• Ensure compliance with Sonova QMS standards and government contractual and regulatory requirements
• Lead, develop, and manage a high-performing team, including hiring, coaching, and performance management

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees