Mexicali, BC, México – Onsite (Presencial)
In-Market Quality Manager
As In-Market Quality Manager, you will be the regional face of Quality, connecting customers, markets, operational sites, and global teams. You will bring the Voice of the Customer and Voice of the Market into quality decisions, coordinate responses to emerging issues and major incidents, and help ensure clear, timely action across the region.
Your responsibilities:
• Act as the primary Quality representative for the region and communicate customer and market insights to local and global stakeholders.
• Serve as a quality business partner to customers and key accounts, supporting escalations, customer visits, quality reviews, and recovery activities.
• Own regional coordination of hypercare and major quality events, including communication, impact monitoring, escalation, and action-item follow-up.
• Connect Group Companies, operational sites, global QARA, HQ, Commercial, Customer Experience, Operations, and R&D to drive aligned solutions.
• Identify quality risks, process gaps, bottlenecks, and systemic issues, and support the implementation of global quality processes and initiatives.
• Initiate, sponsor, or coordinate CAPAs arising from market feedback and quality events, ensuring customer perspectives are reflected in corrective actions.
• Partner with Design Quality Assurance and Reliability to translate field observations, complaint trends, and emerging risks into product and process improvements.
More about you:
• Bachelor’s degree in Engineering, Quality Management, Life Sciences, Business, or a related field.
• 5+ years of experience in customer quality, field quality, customer experience, or a comparable customer-facing technical role.
• Strong knowledge of customer quality management, root-cause analysis, quality communications, and continuous improvement; medical-device experience is preferred.
• Demonstrated ability to lead cross-functional initiatives, influence without authority, resolve conflict, and communicate with executive presence.
• Customer-focused, pragmatic, resilient, and comfortable working through ambiguity with a high level of ownership and accountability.
• Business fluency in English; additional regional languages are an advantage.
• Experience with Salesforce and Power BI; SAP knowledge is a plus. Willingness to travel 20–40% within the region is required.
Don't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you!
What we offer:
Benefits in accordance with the Federal Labor Law (LFT)
Savings fund (Fondo de Ahorro)
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.
