Director product service operations

The Director of Product Service Operations will play an integral role in helping Sonova achieve its growth ambitions by setting the strategy for product service operations and executing processes that enhance the customer experience. This position will work in partnership with Strategic Businesses, Operations, and respective functions globally to drive results that meet target objectives. The ideal candidate will be passionate about building functional excellence, improving customer satisfaction, and ultimately creating value for the enterprise.

As the functional leader of product service operations, this individual will develop and own the end-to-end (E2E) service operating model, driving the global deployment of standards and processes that enable service excellence in quality, delivery, cost, and environmental, social, and governance (ESG) initiatives. The results of this role will be reflected in measurable improvements in Net Promoter Score (NPS), service delivery metrics (OTTR, aged orders), quality (re-repair rates) and overall service costs.

Key Tasks & Responsibilities

Develop End-to-End (E2E) Product Service Operating Model :

Design and implement structures, processes, and metrics to enhance Repair Service quality, turnaround times, and cost efficiency, ultimately improving customer satisfaction.

Establish global standards and processes that ensure service excellence across order entry, repair, and delivery, while complying with Quality Assurance and Regulatory Affairs (QARA), finance, tax, and logistics requirements.

Foster collaboration between service order entry and service centers to enhance customer experience and delivery metrics.

Optimize service order entry for efficiency, performance, data quality, and complaint resolution.

Standardize repair processes in service centers, focusing on layout, workflow, and design.

Develop a segmented service model based on site size / archetypes and service levels.

Define and visualize key performance metrics to track service effectiveness.

Conduct benchmarking across sites to identify best practices and drive continuous improvement.

Collaborate with the commercial organization to align service offerings with customer needs and expectations.

Lead initiatives to drive behavioral change and continuous improvement in service performance.

Provide dynamic leadership to build, develop, and manage high-performing teams.

Drive Global Deployment of Operating Model :

Lead the implementation of standards and best practices across sites and order entry, supporting operational excellence in quality, delivery, and cost.

Oversee end-to-end service performance metrics, including safety, quality, delivery, costs, inventory, and environmental impact.

Train teams on the deployment and utilization of performance metrics across the service and order entry organization.

Facilitate the sharing of best practices and ensure standardized processes throughout the organization for consistent service delivery.

Collaborate with Operations (OPS) regions, group companies, product service centers, corporate functions, and commercial partners.

Your profile

Ideal candidates will bring prior experience in a well-regarded, global manufacturing and technology businesses of scale

10+ years progressive experience managing and directing an operations organization with multiple sites

Experience in Lean Operating Systems, Manufacturing optimizations, ERP systems and experience in leading businesses in general management roles

Minimum 5 years in a senior leadership role in a large corporation

Experience within medical devices industry is a plus

Strong understanding of end to end operations management, manufacturing, planning, network optimization, Logistics

Successful track record of managing cross-functional collaboration

Demonstrated understanding of organizational relationships, dependencies, escalation paths and appropriate communication

Demonstrated ability to effectively inspire develop and lead a team

Ability to translate and communicate a strategic plan into tactical goals

Willingness and availability to travel internationally (approx. 20%)

Fluent in English and Spanish, knowledge of German is a plus

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