Manager, Order Resolution

Aurora, IL | ON SITE | M-F 8am-5pm

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.

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
  
  
  

More about you:

• 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.

Don’t meet all the criteria? If you’re willing to go all in 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 wholesale.HR@sonova.com

What we offer:

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

This role's pay range is between 88K to 108K annually. This role is also bonus eligible.

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

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.