Manager, Order Resolution

Sonova • Aurora, CO

28d • $88,000 - $108,000 • Onsite

About The Position

The Manager leads a team responsible for turning incomplete or inaccurate orders into accurate, fulfillment-ready orders. This role ensures speed, quality, and a strong customer experience by driving order accuracy, reducing defects, and solving complex issues through critical thinking, data-driven insights, and close cross-functional partnership.

Requirements

• High school diploma or equivalent work experience required; Bachelor's Degree preferred
• 3 years of management experience
• 3-5 years' experience in a customer experience or order management environment
• Experience handling escalations and working with ambiguous or incomplete information
• Strong problem analysis and resolution skills
• Excellent written and verbal communication, organizational, and planning skills
• Proficiency with ERP, CRM, and Call Center telephony systems; Excel for data analysis; Work Force Management and web order tools.
• 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 Order Resolution team and ensure orders are corrected accurately and ready for fulfillment
• Coach the team on critical thinking, efficient problem-solving, and customer-focused communication
• Oversee daily workflow, queue management, and service level performance
• Resolve complex order discrepancies and support escalations with speed and clarity
• Identify trends, eliminate defects, and lead continuous improvement efforts to simplify processes and reduce customer effort
• Partner with Operations and Customer Success to ensure seamless handoffs
• Use performance data to guide workflow adjustments, improve accuracy, and optimize capacity

Benefits

• Medical, dental and vision coverage
• Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401k plan with company match
• Company paid life/ad&d insurance
• Short/Long-Term Disability coverage (STD/LTD)
• PTO, floating Diversity Day & paid holidays
• Paid parental bonding leave
• Employee Assistance Program (24/7 mental health support hotline)
• 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
• Industry: Computer and Electronic Product Manufacturing
• Number of Employees: 5,001-10,000 employees