Manager Operations and Vendor Partner
vor 1 Tag
Location – Geographical territory TBC (dependent on successful applicant)
For our Global Customer Engagement Center (CEC
)
team, we are looking for a
Manager Operations and Vendor Partner
to strengthen our global vendor governance and performance management capabilities.
In this role, you will own the end-to-end governance of global BPO and service partners, ensuring consistent performance, contractual compliance, and operational excellence across markets. You will work closely with internal stakeholders across procurement, legal, operations, and regional teams, and act as a key interface to our external vendors.
More About The Role
- Lead vendor governance, performance management and QBRs, ensuring compliance with contracts, SLAs, KPIs, and governance standards.
- Manage vendor escalations, performance improvements, and drive consistency across global CEC vendors.
- Support Procurement and Legal with contract negotiations, renewals, RFPs and vendor selection; maintain vendor documentation and risk assessments.
- Oversee vendor capacity planning, staffing ramps, and business continuity to ensure stable, scalable operations.
- Develop standardized KPI reporting, dashboards and benchmarks to support data-driven operational reviews
More About You
- Bachelor's degree (MBA or similar qualification is a plus)
- 10+ years of experience in vendor management, procurement, BPO governance, or similar roles
- Strong understanding of contracts, SLAs, KPIs, and compliance frameworks
- Experience working in global, multi-vendor environments
- Analytical and results-driven with strong ownership
- Clear, confident communicator in global environments
- Influential without direct authority
- Hands-on and pragmatic in fast-paced settings
- Fluent English and German (spoken and written)
Nice-to-have
- Experience in customer service, contact center, or BPO environments
- Familiarity with ticketing systems (e.g. Zendesk)
- Experience with KPI frameworks, quality standards, and benchmarking
More About What We Offer
As one of the world's leading hearing care providers headquartered in Switzerland, we're committed to building an inclusive culture. We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans.
Our Global Customer Engagement Center plays a key role in delivering high-quality service experiences across markets and partners worldwide.
We offer a
competitive salary and bonus
, 30 days of holidays and a
pension scheme with employer contribution.
You'll also benefit from wellbeing support including
Urban Sports Club contribution
,
corporate benefits & employee discount platform
and a
subsidised BVG public transport ticket .
We provide
growth opportunities
and a dedicated
learning & development budget.
Sonova is an equal opportunity employer.
We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. 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.
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Manager Operations and Vendor Partner
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