Customer Excellence Quality Manager

Mexicali, BC, México – Hybrid
Approximately once per week onsite for the right candidate

The Customer Excellence Quality Manager serves as a key connection between
customers, key accounts, local markets, Quality Headquarters, and internal
business partners across North America.

This highly visible, customer-facing role focuses on stakeholder management,
customer service excellence, and quality communication. You will represent the
Voice of the Market within Sonova, ensuring customer feedback, quality concerns,
and emerging issues are clearly communicated and coordinated through resolution.

YOUR RESPONSIBILITIES:

* Act as a primary quality contact for customers, key accounts, local markets,
and internal stakeholders across North America.

* Build trusted relationships with customers, commercial teams, Quality
Headquarters, operational sites, and general partners.

* Represent the Voice of the Market by gathering customer feedback and
communicating market needs, concerns, and emerging quality issues.

* Coordinate clear,



professional communication during customer escalations,
major quality events, and hypercare activities.

* Partner with Customer Service, Quality, Commercial, Operations, and other
internal teams to ensure a coordinated customer response.

* Provide customers and stakeholders with timely updates regarding quality
investigations, corrective actions, and improvement initiatives.

* Support customer meetings, business reviews, quality reviews, and recovery
activities following significant quality concerns.

* Track open actions and maintain consistent stakeholder communication through
resolution and closure.

* Promote customer service excellence by helping Sonova deliver a responsive,
consistent, and trusted customer experience.

MORE ABOUT YOU:

* Bachelor’s degree in Engineering, Quality Management, Life Sciences,
Audiology, Business, Communications, or a related field.

* Experience in stakeholder management, c

📌 Customer Excellence Quality Manager (Mexicali)
🏢 Sonova
📍 Mexicali