Who we are
At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.
Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,
Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.
- Mexicali, Mexico
Sr. Manager, Service Americas
- 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, through our core business brands - Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license) and Unitron - we develop,



manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.
- Mexicali, BC, México - Onsite (Presencial)
- Senior Manager of Service, Americas
- As Director, Service Operations, you will develop and own the end-to-end global service operating model for Sonova’s after-sales service. You will define and drive general standards and processes that ensure best-in-class service quality, delivery, cost efficiency, and sustainability across service order entry and repair sites. Your leadership will directly support Sonova’s top-line and bottom-line growth strategy by delivering an exceptional customer experience and measurable improvements in Net Promoter Score (NPS), delivery (OTTR), quality, and cost.
- Key ResponsibilitiesDevelop and implement the global service operating model for order entry and repair sites.-
Define, deploy, and standardize processes that improve quality, delivery, cost, and sustainability.-
Own service performance metrics and drive benchmarking and best practice sharing.-
Lead continuous improvement and cost reduction projects (OE, OH, freight, circularity).-
Collaborate with commercial teams to optimize service performance and related terms.-
Train teams, deploy standards globally, and manage a community of service leaders.-




Support Sonova’s growth strategy through strong cross-functional and regional collaboration.- QualificationsBachelor’s degree required; MBA preferred.-
10+ years in service operations or similar roles with P&L; responsibility.-
Strong understanding of finance and continuous improvement.-
Proven record of cross-functional leadership and change management.-
Excellent communication, influencing, and stakeholder management skills.-
Experience in regulated industries (medical devices preferred).-
Proficient in Microsoft Office and ERP tools.-
Advanced English level/ fluent in English speaking- Travelling Requirement: 50%
- 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!
- What we offer:
- Benefits in accordance with the Federal Labor Law (LFT)
- Savings fund (Fondo de Ahorro)
- 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.
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📌 Sr. Manager, Service Americas (Mexicali)
🏢 Sonova
📍 Mexicali