Manager, Service Excellence - Custom Hearing Solutions

Job Description

Job Description

WSA - Wonderful Sound for All is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

• Base Range - $70,000 - $100,000

• Bonus – 8%

• Location – Iselin, New Jersey Office or Hauppauge, New York Office (hybrid)

Responsibilities:

• Team Leadership - lead a team of fit experts, managing, coaching, and developing team to deliver best-in-class custom hearing aid fit, comfort, and performance. Monitor team performance, quality, and customer satisfaction, engagement, and escalations.

• Serve as the key liaison between customers, hearing care professionals, and internal teams, ensuring seamless issue resolution and translating real-world feedback into product and process improvements.

• Act as primary escalation point for complex fit and product issues

• Partner with audiologists, customers, and product modeling teams to resolve challenges

• Provide high-touch support for key accounts Product Liaison

• Represent the ‘voice of the customer’ to product, R&D, and engineering teams

• Translate field insights into actionable product improvements

• Support product testing, validation, and launches Fit & Quality Excellence

• Drive optimal fit outcomes and reduce remake/return rates

• Analyze data trends to improve product performance and processes

• Ensure consistent, high-quality customer experience Cross-Functional Collaboration

• Work closely with service, sales, modeling, operations, and audiology teams

• Support training, documentation, and departmental readiness

Qualifications:

• Bachelor’s degree preferred

• Experience with CRM systems (e.g., Salesforce or similar) for case management, performance tracking, and customer lifecycle support

• Proven leadership experience in customer-facing, technical service, or operations environments with accountability for team performance, quality, and customer satisfaction

• Strong experience supporting technical products (ideally medical devices), including translating manufacturing specifications into customized customer solutions

• Skilled in complex issue resolution and escalation management, with a track record of de-escalating high-impact customer issues

• Experience acting as a cross-functional liaison between customers, service teams, and product/engineering groups to drive resolution and improvements

• Strong Excel and analytics skills with a data-driven approach to improving performance, service quality, and operational outcomes

• Process improvement experience with a focus on identifying inefficiencies and implementing scalable solutions

• Strong communication and stakeholder management skills across customers, clinical partners, and internal technical teams

• Proven ability to learn quickly and adapt in a dynamic environment

• Strong interpersonal skills with a collaborative mindset

• Understanding of pricing concepts and business operations is preferred

Proven track record of improving customer retention and satisfaction

The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.