Director, Operations Government Services

Sr. Manager, Operations Government Services Aurora, IL 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. Responsibilities Lead the development and execution of the Government Services operational model across customer service and order fulfillment Own performance across key KPIs including quality, on‑time delivery (OTTR), and cost (OPEX) Partner with Government Services Sales to support revenue growth and market share objectives Identify value stream opportunities and drive strategic initiatives in collaboration with regional and global stakeholders Oversee operations across order entry, order management, customer service, and fulfillment teams Ensure compliance with Sonova QMS standards and government contractual and regulatory requirements Lead, develop, and manage a high‑performing team, including hiring, coaching, and performance management More About You Bachelor’s degree in Business Administration, Engineering, Healthcare Administration, or related field preferred 7–10 years of experience in operations, customer service, or sales, preferably supporting government or contract‑based customers Proven leadership experience managing teams within complex operational environments Strong understanding of operational KPIs, process improvement, and value stream management Experience working in regulated environments with knowledge of compliance and quality standards Strong communication and stakeholder management skills, with the ability to influence across all levels Proficiency in Microsoft Office; experience with SAP, BI tools, or similar systems preferred A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova. What We Offer Medical, dental and vision coverage* Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts TeleHealth options 401k plan with company match* Company paid life/ad&d insurance Additional supplemental life/ad&d coverage available Company paid Short/Long‑Term Disability coverage (STD/LTD) STD LTD Buy‑ups available Accident/Hospital Indemnity coverage Legal/ID Theft Assistance PTO (or sick and vacation time), floating Diversity Day, & paid holidays* Paid parental bonding leave Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more) Robust Internal Career Growth opportunities Hearing aid discount for employees and family Internal social recognition platform This role's pay range is between: $162,640 – $185,000. This role is also commission eligible/bonus eligible. 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. #J-18808-Ljbffr