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Sonova USA Inc.
Aurora, IL | Full Time
$148k-183k (estimate)
2 Months Ago
Sonova
Aurora, IL | Full Time
$148k-183k (estimate)
2 Months Ago
Sonova USA Inc.
Aurora, IL | Full Time
$98k-146k (estimate)
2 Months Ago
JCPenney
JCPenney
Aurora, IL | Full Time
$64k-84k (estimate)
3 Months Ago
Director Customer Experience
$148k-183k (estimate)
Full Time 2 Months Ago
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Sonova USA Inc. is Hiring a Director Customer Experience Near Aurora, IL

Who we are

You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life's unforgettable moments.

We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.

If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.

Join Sonova. Create sense.

Aurora (IL), United States

Director Customer Experience

Who we are

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, we - through our core business brands Phonak, Unitron, Connect Hearing, and Advanced Bionics - develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry. Our talented and committed employees all over the world know they contribute to something greater than themselves - they create sense.

The Way We Work

At Sonova we value our employees and prioritize their well-being. We believe people do their best and most innovative work in an inclusive environment that provides opportunities for engagement and collaboration across teams while offering flexibility in how work gets done. We designed our work model team by team, empowering teams to customize a working environment that balances individual team needs with business outcomes. By offering work options, we foster more flexible and individualized time management, contribute to a healthy work-life integration, increase employee satisfaction, build meaningful partnerships at work, and calibrate productivity to acknowledge you have a life outside of work. Sonova has chosen a HYBRID WORK MODEL- Customized by team that keeps our employees motivated and engaged.

Sonova Values

At Sonova, we come to work every day knowing that continuous innovation across all disciplines, our shared engagement as a team and our responsible approach to all things we do, brings the delight of hearing to millions of people: to hear better, to listen to music, to communicate effortlessly with friends and loved ones, and to fully enjoy life with all its great variety of sounds. In doing so, our shared core values reflect the corporate culture that defines and unites us as a company across all brands and regions.

  1. We Care -- We care for our employees, customers and consumers,as well as our shareholders and society.
  2. We drive innovation -- We courageously pioneer new ideas and approaches to come up with impactful innovations, to delight customers and consumers.
  3. We strive for excellence -- We act with agility. We aim to excel. We are continuously working on improving products, services, processes and skills, to realize growth.
  4. We take accountability -- We deliver on our commitments. We take accountability to provide outcomes in agreed quality and time, always acting with integrity.
  5. We build the best teams -- We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place.

Aurora, IL

Director, Customer Success

Purpose of role: The Director of Customer Success that will be a Growth Leader and responsible for managing the Credit/Rebill Team, Order Management Team, and National Accounts consisting of 8 - 10 FTEs. This is a key leadership position at Sonova and leading by example is an expectation. Close and cooperative working relationships with Senior Leadership team, project teams, Corporate and Global Management, customers and other departments. This may include both managing/leading day-to-day tasks and large scale highly complex strategic initiatives. This role requires strong leadership and communication skills to interact with various levels of the organization.

Our Offer to You:

  • Improving the quality of life of millions of people suffering from hearing loss
  • A challenging and motivating assignment as part of a dynamic team
  • Modern mindset and processes, accommodating flexible working conditions
  • Opportunities for further responsibilities and support for further training and development
  • A company that values diversity and inclusion
  • Sonova's outstanding opportunities and career growth

Main Tasks and Responsibities:

Education and Skillset:

  • Requires a bachelor's degree from a four-year college or university with courses in marketing or business administration, or a combination of education and experience
  • A master's degree in business administration is recommended, but not required
  • 7 to 10 years previous progressively responsible industry experience required, with a minimum of 5 years sales experience preferred
  • Requires 3 years previous strategic management experience
  • Strong organizational and time management skills
  • Strong critical and creative thinking skills
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in using customer experience and data management software and tools.
  • Strong leadership and team management skills
  • Strong verbal and written communication skills
  • Coaching and mentoring skills
  • Ability to read, analyze, and interpret general business periodicals, professional journals, related reports, and governmental regulations
  • Ability to effectively present information and respond to questions from groups of managers, executives and other employees of the organization
  • Strong detail orientation
  • Strong time management, organizational, and prioritization skills
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Ability to analyze and resolve problems
  • Develop and execute organization change management
  • Requires the ability to operate various software such as word processing, spreadsheets and databases
  • Requires a good understanding of company policies and procedures and industry standards
  • Serve as a player-coach and will build out a team of direct reports focused on customer operations
  • Previous experience with Work Force Management system
  • Excellent computer skills
  • Expert with Microsoft Applications, and web interface
  • Minimum of 5 years of Extensive knowledge of SAP in OTC
  • Minimum 5yrs of SFDC
  • Minimum 5 yrs of BI /systems
  • 3yrs in Project Management
  • 3yrs in Process Improvement

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Don't meet all the criteria? If you're willing to go allin and learn we'd love to hear from you!

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact

Health Benefits and Perks:

  • 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, 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
  • D&I focused: D&I council and employee resource groups

*Plan rules/offerings dependent upon group Company/location.

Sonova is an equal opportunity employer

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Summary

JOB TYPE

Full Time

SALARY

$148k-183k (estimate)

POST DATE

03/25/2024

EXPIRATION DATE

05/24/2024

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The job skills required for Director Customer Experience include Leadership, Team Management, Communication Skills, Innovation, Problem Solving, Project Management, etc. Having related job skills and expertise will give you an advantage when applying to be a Director Customer Experience. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Director Customer Experience. Select any job title you are interested in and start to search job requirements.

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The following is the career advancement route for Director Customer Experience positions, which can be used as a reference in future career path planning. As a Director Customer Experience, it can be promoted into senior positions as an Operations Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Director Customer Experience. You can explore the career advancement for a Director Customer Experience below and select your interested title to get hiring information.

Sonova
Full Time
$148k-183k (estimate)
2 Months Ago
Sonova USA Inc.
Full Time
$98k-146k (estimate)
2 Months Ago