Complaint Handling Manager

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

Requirements

• 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

Qualifications

• A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Skills

• Detail-oriented
• Analytical
• Communication
• Team leadership

Benefits

• 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

Pay

This role's pay range is between: $78,000 – 97,000. This role is also commission eligible/bonus eligible.

Schedule

Details on the schedule will be provided during the interview process.