Aurora, IL
Sr. Manager, Operations Government Services
The Sr. Manager, Operations Government Services is responsible for leading the service and operational performance of the Government Services value stream. This role oversees customer service and order fulfillment operations while driving performance across quality, delivery, and cost. The position partners closely with cross-functional teams to execute strategic initiatives, ensure compliance with government and regulatory requirements, and deliver operational excellence within a complex, high-visibility channel.
Responsibilities:
• Lead the development and execution of the Government Services operational model across customer service and order fulfillment
• Own performance across key KPIs including quality, on-time delivery (OTTR), and cost (OPEX)
• Partner with Government Services Sales to support revenue growth and market share objectives
• Identify value stream opportunities and drive strategic initiatives in collaboration with regional and global stakeholders
• Oversee operations across order entry, order management, customer service, and fulfillment teams
• Ensure compliance with Sonova QMS standards and government contractual and regulatory requirements
• Lead, develop, and manage a high-performing team, including hiring, coaching, and performance management
More about you:
• Bachelor’s degree in Business Administration, Engineering, Healthcare Administration, or related field preferred
• 7–10 years of experience in operations, customer service, or sales, preferably supporting government or contract-based customers
• Proven leadership experience managing teams within complex operational environments
• Strong understanding of operational KPIs, process improvement, and value stream management
• Experience working in regulated environments with knowledge of compliance and quality standards
• Strong communication and stakeholder management skills, with the ability to influence across all levels
• Proficiency in Microsoft Office; experience with SAP, BI tools, or similar systems 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? 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 Sonova Human Resources
What we offer
*Plan rules/offerings dependent upon group Company/location
This role's pay range is between: $162,640 - $185,000 This role is also commission eligible/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.
Around 25% of the world’s population is living with hearing loss. At Sonova, we envision a world where everyone enjoys the delight of hearing and lives a life without limitations. From personal audio devices and wireless communication systems to audiological care services, hearing aids, and cochlear implants. Our product brands – Phonak, Unitron, Sennheiser (under license), and Advanced Bionics – create compelling new products to offer the optimal solution for an ever growing consumer base through our globally diversified sales and distribution channels, including our well established global audiological care business. With a presence in over 100 countries and more than 19,000 employees, we leverage our global infrastructure and local roots. We aim for an inclusive work environment and culture that fosters a good balance of family and work-life for everyone. Our workforce is made up of 110 nationalities across 4 generations.
In 2006, Sonova founded the non-profit Hear the World Foundation, which seeks to give children living with hearing loss access to audiological care in low- to middle-income countries.
