Sonova USA, Inc.
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.
Manager, Order Resolution (Aurora, IL | ON SITE | M-F 8am-5pm) The Manager leads a team responsible for turning incomplete or inaccurate orders into accurate, fulfillment‑ready orders. This role ensures speed, quality, and a strong customer experience by driving order accuracy, reducing defects, and solving complex issues through critical thinking, data‑driven insights, and close cross‑functional partnership.
Responsibilities
Lead the Order Resolution team and ensure orders are corrected accurately and ready for fulfillment
Coach the team on critical thinking, efficient problem‑solving, and customer‑focused communication
Oversee daily workflow, queue management, and service level performance
Resolve complex order discrepancies and support escalations with speed and clarity
Identify trends, eliminate defects, and lead continuous improvement efforts to simplify processes and reduce customer effort
Partner with Operations and Customer Success to ensure seamless handoffs
Use performance data to guide workflow adjustments, improve accuracy, and optimize capacity
More about you
High school diploma or equivalent work experience required; Bachelor's degree preferred
3 years of management experience
3‑5 years' experience in a customer experience or order management environment
Experience handling escalations and working with ambiguous or incomplete information
Strong problem analysis and resolution skills
Excellent written and verbal communication, organizational, and planning skills
Proficiency with ERP, CRM, and Call Center telephony systems; Excel for data analysis; Workforce Management and web order tools
A minimum of
200 Mb/sec download
and
10 Mb/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!
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
wholesale.HR@sonova.com .
What we offer
Medical, dental and vision coverage*
Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts
TeleHealth options
401k plan with company match*
Company paid life/and insurance
Short/Long-Term Disability coverage (STD/LTD)
PTO, floating Diversity Day & paid holidays*
Paid parental bonding leave
Employee Assistance Program (24/7 mental health support hotline)
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 role's pay range is between 88K to 108K annually.
This role is also 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.
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.
#J-18808-Ljbffr
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.
Manager, Order Resolution (Aurora, IL | ON SITE | M-F 8am-5pm) The Manager leads a team responsible for turning incomplete or inaccurate orders into accurate, fulfillment‑ready orders. This role ensures speed, quality, and a strong customer experience by driving order accuracy, reducing defects, and solving complex issues through critical thinking, data‑driven insights, and close cross‑functional partnership.
Responsibilities
Lead the Order Resolution team and ensure orders are corrected accurately and ready for fulfillment
Coach the team on critical thinking, efficient problem‑solving, and customer‑focused communication
Oversee daily workflow, queue management, and service level performance
Resolve complex order discrepancies and support escalations with speed and clarity
Identify trends, eliminate defects, and lead continuous improvement efforts to simplify processes and reduce customer effort
Partner with Operations and Customer Success to ensure seamless handoffs
Use performance data to guide workflow adjustments, improve accuracy, and optimize capacity
More about you
High school diploma or equivalent work experience required; Bachelor's degree preferred
3 years of management experience
3‑5 years' experience in a customer experience or order management environment
Experience handling escalations and working with ambiguous or incomplete information
Strong problem analysis and resolution skills
Excellent written and verbal communication, organizational, and planning skills
Proficiency with ERP, CRM, and Call Center telephony systems; Excel for data analysis; Workforce Management and web order tools
A minimum of
200 Mb/sec download
and
10 Mb/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!
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
wholesale.HR@sonova.com .
What we offer
Medical, dental and vision coverage*
Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts
TeleHealth options
401k plan with company match*
Company paid life/and insurance
Short/Long-Term Disability coverage (STD/LTD)
PTO, floating Diversity Day & paid holidays*
Paid parental bonding leave
Employee Assistance Program (24/7 mental health support hotline)
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 role's pay range is between 88K to 108K annually.
This role is also 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.
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.
#J-18808-Ljbffr