About this role
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. After-Sales Service Capability & Excellence Manager Strengthen after-sales service capability for Sonova China by improving service governance, process consistency, performance visibility, digital service enablement and knowledge platform operation, in close collaboration with After-sales technical support and relevant functional teams. More about the role: 1. Service Governance & Performance Management
• Establish service standards, KPI framework, review routines and follow-up mechanisms for China after-sales service. • Track key service indicators, including service response, TAT, repeat issues, escalation efficiency and customer satisfaction. • Facilitate service performance reviews and align improvement actions with Sales, Retail Operations, Technical Support, Quality and repair-related teams. 2. Service Process Excellence
• Improve end-to-end after-sales service processes across retail, dealer, e-commerce and call center channels. • Develop and maintain SOPs, service classification, escalation rules, response standards and crisis-response processes. • Lead improvement projects to address process gaps, repeated service issues and customer experience pain points. 3. VOC & Service Improvement
• Analyze VOC and service data to identify recurring process, experience and service efficiency issues. • Provide structured service insights to Technical Support, Quality, Product, repair-related and global teams for further technical assessment and follow-up. • Track key service risk cases from a governance perspective to ensure visibility, ownership and action progress. 4. Digital, AI & Knowledge Enablement
• Drive digital service journey improvement and AI-enabled customer service capability from a business operations perspective. • Own knowledge platform operations, including knowledge structure, content governance, response quality and escalation logic. • Use service data and digital tools to improve visibility, standardization and frontline efficiency. 5. Team Leadership
• Build and develop the after-sales service capability team with clear roles, priorities and performance expectations. • Coach team members and drive practical execution across governance, process, data and digital initiatives. More about you:
• 5–8 years' experience in after-sales service, customer service operations or service excellence. • Experience in service process improvement, SOP development, KPI governance and cross-functional follow-up. • Strong data insight capability to support service performance review and improvement actions. • Proven cross-functional collaboration experience with Sales, Operations, Technical Support, Quality, IT or service partners.
• Experience in AI service, knowledge base, WeChat service, medical device, consumer electronics or service operations would be a plus.
• Personal Competencies Service mindset; data-driven thinking; structured problem solving; ownership; resilience; integrity.
• Social Competencies Strong communication, stakeholder management and cross-functional influencing skills.
• Leadership Competencies Able to build a small team, set priorities, coach people and drive execution.
• Professional Competencies Service governance; process improvement; KPI management; VOC analysis; cross-functional follow-up; digital service and knowledge platform operation.
• Language(s) / Level Native Mandarin; fluent business English.
• IT Skills MS Office; CRM/ticketing systems; BI/dashboard tools; knowledge base and WeChat service platforms. More about what we offer: As one of the world’s leading hearing care providers headquartered in Switzerland, we’re committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work, through our flexible hybrid working model. We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans. 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 marketplace. 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.