Manager Operations and Vendor Partner

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.

Berlin, Germany

Manager Operations and Vendor Partner

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 fromwellbeing supportincluding 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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