Senior Manager, Order Operations

Aurora IL

Sr. Manager Order Operations

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.

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

More about you:

Bachelors 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

Dont meet all the criteria If youre willing to go allin and learn wed 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 Sonova Human Resources

What we offer:

• 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

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

This roles pay range is between: $ . This role is also commission eligible/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.