Customer Excellence Quality Manager

Customer Excellence Quality Manager

Mexicali, BC, México – Hybrid
Approximately once per week onsite for the right candidate

The Customer Excellence Quality Manager serves as a key connection between customers, key accounts, local markets, Quality Headquarters, and internal business partners across North America.

This highly visible, customer-facing role focuses on stakeholder management, customer service excellence, and quality communication. You will represent the Voice of the Market within Sonova, ensuring customer feedback, quality concerns, and emerging issues are clearly communicated and coordinated through resolution.

Your responsibilities:

• Act as a primary quality contact for customers, key accounts, local markets, and internal stakeholders across North America.

• Build trusted relationships with customers, commercial teams, Quality Headquarters, operational sites, and global partners.

• Represent the Voice of the Market by gathering customer feedback and communicating market needs, concerns, and emerging quality issues.

• Coordinate clear, professional communication during customer escalations, major quality events, and hypercare activities.

• Partner with Customer Service, Quality, Commercial, Operations, and other internal teams to ensure a coordinated customer response.

• Provide customers and stakeholders with timely updates regarding quality investigations, corrective actions, and improvement initiatives.

• Support customer meetings, business reviews, quality reviews, and recovery activities following significant quality concerns.

• Track open actions and maintain consistent stakeholder communication through resolution and closure.

• Promote customer service excellence by helping Sonova deliver a responsive, consistent, and trusted customer experience.

More about you:

• Bachelor’s degree in Engineering, Quality Management, Life Sciences, Audiology, Business, Communications, or a related field.

• Experience in stakeholder management, customer relations, customer service, account management, quality, or another customer-facing corporate role.

• Strong communication and relationship-building skills, with the ability to work effectively with customers, key accounts, and senior stakeholders.

• Comfortable presenting information, managing sensitive conversations, and communicating during customer escalations.

• Highly organized, responsive, diplomatic, and able to coordinate multiple stakeholders and priorities.

• Customer-focused, accountable, and able to influence outcomes without direct authority.

• Business fluency in English is required; additional regional languages are an advantage.

• Experience in the medical-device, healthcare, audiology, or another regulated industry is preferred.

• Willingness to travel approximately 20–40% throughout North America.

Don’t meet every qualification? If you are customer-focused, skilled at building relationships, and willing to learn, we would still love to hear from you!

What we offer:

• Benefits in accordance with the Federal Labor Law (LFT)

• Savings fund (Fondo de Ahorro)