Manager, Service Excellence – Custom Hearing Solutions

WSA Americas•Woodbridge Township, NJ

4d•$70,000 - $100,000•Hybrid

About The Position

WSA - Wonderful Sound for All is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world. Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

Requirements

Bachelor’s degree preferred
Experience with CRM systems (e.g., Salesforce or similar) for case management, performance tracking, and customer lifecycle support
Proven leadership experience in customer-facing, technical service, or operations environments with accountability for team performance, quality, and customer satisfaction
Strong experience supporting technical products (ideally medical devices), including translating manufacturing specifications into customized customer solutions
Skilled in complex issue resolution and escalation management, with a track record of de-escalating high-impact customer issues
Experience acting as a cross-functional liaison between customers, service teams, and product/engineering groups to drive resolution and improvements
Strong Excel and analytics skills with a data-driven approach to improving performance, service quality, and operational outcomes
Process improvement experience with a focus on identifying inefficiencies and implementing scalable solutions
Strong communication and stakeholder management skills across customers, clinical partners, and internal technical teams
Proven ability to learn quickly and adapt in a dynamic environment
Strong interpersonal skills with a collaborative mindset

Nice To Haves

Understanding of pricing concepts and business operations is preferred
Proven track record of improving customer retention and satisfaction

Responsibilities

Team Leadership - lead a team of fit experts, managing, coaching, and developing team to deliver best-in-class custom hearing aid fit, comfort, and performance. Monitor team performance, quality, and customer satisfaction, engagement, and escalations.
Serve as the key liaison between customers, hearing care professionals, and internal teams, ensuring seamless issue resolution and translating real-world feedback into product and process improvements.
Act as primary escalation point for complex fit and product issues
Partner with audiologists, customers, and product modeling teams to resolve challenges
Provide high-touch support for key accounts Product Liaison
Represent the ‘voice of the customer’ to product, R&D, and engineering teams
Translate field insights into actionable product improvements
Support product testing, validation, and launches Fit & Quality Excellence
Drive optimal fit outcomes and reduce remake/return rates
Analyze data trends to improve product performance and processes
Ensure consistent, high-quality customer experience Cross-Functional Collaboration
Work closely with service, sales, modeling, operations, and audiology teams
Support training, documentation, and departmental readiness