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Complaint Handling Manager
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Phonak
Aurora, IL (In Person)
$87,500 Salary, Full-Time
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Job Description
at Phonak in Aurora, Illinois, United States Job Description 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. Aurora (IL), United States Complaint Handling Manager Aurora, IL Complaint Handling Manager We're looking for a detail-oriented and analytical Complaint Handling Manager to lead our complaint handling team and oversee the end-to-end customer complaint process. This role will support timely and thorough investigations, identify complaint trends, drive process improvements, and partner cross-functionally to improve the customer experience.
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 More about you:
- 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
- High school diploma required; associate or bachelor's degree preferred 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?
- 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
- Plan rules/offerings dependent upon group Company/location.