Training and Governance Manager - Service Excellence Global Operations & Supply Chain · Lynge, Copenhagen Region, Denmark · Hybrid
WS Audiology Denmark A/S
We are looking for a Training and Governance Manager to join the Service Excellence team to develop and implement governance frameworks and training programmes to improve service operations, digital tool adoption and customer experience. This role is responsible for ensuring that best practices are standardised, service teams are well trained and digital tools are used effectively to optimise efficiency and quality. The role is instrumental in supporting WSA's Fit 28 strategy, ensuring a seamless and efficient service operating model.
What you will do
Governance & Standardization
- Develop and implement governance frameworks to establish standardised service practices and process improvements
- Define and track key service performance metrics (KPIs) related to customer satisfaction, operational efficiency, and digital engagement
- Act as a strategic partner to business leaders, aligning service operations with WSA's broader transformation objectives
Training & Capability Building
- Design and deliver training programmes focused on service excellence, use of digital tools and workflow optimisation
- Work with service teams to optimise workflows and use technology to improve customer interactions
- Analyse data and service trends to continuously improve training effectiveness and governance strategies
Digital Transformation & Adoption
- Drive the adoption of digital solutions, including AI assisted support, knowledge management platforms, e-commerce integration and automation tools
- Support the rollout of new digital service initiatives, such as OneXP and self-service platforms, ensuring seamless implementation and user adoption
What you bring
Experience
- Proven experience in training, governance, or service operations within a customer service or digital transformation environment.
- Strong understanding of service process optimization, digital tool adoption, and workflow automation.
- Experience in measuring and analyzing service performance using key operational and customer satisfaction metrics.
Personal competencies
- Ability to work in a fast-paced, international environment, collaborating across multiple business functions and able to travel 30 days a year
- Detail-oriented and highly organized
- Proactive in identifying and addressing process inefficiencies
- Ability to work across diverse cultures and markets
Who we are
At WS Audiology, we provide innovative hearing aids and hearing health services.
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.
With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.
Sounds wonderful? We can't wait to hear from you.
WS Audiology is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.
Department
Global Operations & Supply Chain
Role
Global Supply Chain
Locations
Lynge, Copenhagen Region, Denmark
Remote status
Hybrid
Employment type
Full-time
Contact Diana Heindl-Kraus Talent Acquisition Partner – Human Resources
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