Senior Manager, Order Operations

Sonova AG • Aurora, IL

23d • $122,000 - $147,000 • Hybrid

About The Position

The Sr. Manager, Order Operations leads the end-to-end strategy and execution for resolving incomplete or inaccurate orders and converting them into fulfillment-ready orders. This role is responsible for driving order accuracy, turnaround time, and customer experience while leading cross-functional efforts to eliminate defects, improve processes, and scale automation. The position partners closely with Operations, Quality, Sales, and IT to strengthen controls, simplify workflows, and enhance the overall customer journey.

Requirements

• Bachelor’s degree or equivalent relevant experience
• 7+ years of experience in order management, customer operations, or customer experience environments
• 5+ years of people leadership experience, including coaching and performance management
• Proven experience driving process improvements that improve accuracy, cycle time, and customer experience
• Strong analytical skills with experience translating data into actionable insights (advanced Excel required; Power BI or similar preferred)
• Experience working with ERP systems such as SAP and CRM platforms
• Strong problem-solving, communication, and stakeholder management skills
• Ability to work in a fast-paced environment and manage multiple priorities
• 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 strategy and execution of order resolution operations, ensuring accuracy, efficiency, and timely fulfillment
• Establish and monitor KPIs such as order accuracy, turnaround time, defect rates, and customer effort, and report performance to leadership
• Manage daily operations including queue management, capacity planning, SLA adherence, and escalation handling
• Drive continuous improvement initiatives using root cause analysis to eliminate defects and improve upstream processes
• Identify and implement automation opportunities to reduce manual effort and improve cycle time
• Partner cross-functionally with Operations, Quality, Sales, and IT to resolve systemic issues and improve processes
• Hire, develop, and lead a high-performing team, fostering a culture of accountability, customer focus, and 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

What This Job Offers

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