Complaint Handling Manager

Aurora IL

Complaint Handling Manager

Were looking for a detail-oriented and analytical Complaint Handling Manager to lead our complaint handling team and oversee the end-to-end customer complaint process. This role will support timely and thorough investigations identify complaint trends drive process improvements and partner cross-functionally to improve the customer experience.

Responsibilities:

Lead coach and develop a team of complaint handling specialists including assigning cases setting priorities and monitoring performance
Oversee the full complaint handling process including intake triage investigation root cause analysis resolution and customer communication
Review and approve investigation plans corrective actions and formal customer responses to ensure accuracy consistency and compliance
Analyze complaint data to identify trends service gaps and opportunities for process improvements
Define track and report on KPIs through summaries dashboards and executive-ready reporting
Partner with Operations Customer Success Quality IT Customer Support Legal and Global Process Owners to resolve escalations and support continuous improvement

More about you:

5 years of experience in complaint handling customer service quality or operations within a regulated industry
Medical technology medical device healthcare or similar regulated industry experience strongly preferred
Hands-on experience using Salesforce required; SAP experience also required
Strong analytical skills with the ability to identify trends interpret data and provide actionable recommendations
Strong attention to detail with excellent documentation accuracy
Effective written and verbal communication skills with the ability to partner across cross-functional teams
High school diploma required; associate or bachelors degree preferred

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.