Manager, Customer Success

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Ensure outstanding customer service delivery within Hanger's Orthotic and Prosthetic Custom Fabrication division.

• Define, manage, and oversee the implementation of Customer Support programs and policies.

• Maintain consistent workflow, communication standards, and response protocols for both internal and external customers.

• Build and lead a high-performing remote service team.

• Mentor and manage a remote customer service team effectively.

• Establish and oversee key performance indicators and metrics to assess team efficiency, customer satisfaction, and service quality outcomes.

• Serve as the primary internal liaison between internal and external customers and clinical staff.

• Evaluate incoming orthotic and prosthetic devices for fabrication and coordinate job adjustments and submissions.

• Manage Return Authorization triage, creating documented pathways and paperwork to support clinical review and processing.

• Oversee various channels of customer communication.

• Research, assess, and implement new technologies and tools to improve customer service operations, team collaboration, and overall efficiency.

⛳️ Requirements

• Bachelor's degree in Business Administration or a related field.

• At least five years of experience in healthcare, O&P distribution, or a related support field.

• Two years of supervisory experience.

• Excellent interpersonal skills to gather and synthesize accurate information and diverse perspectives.

• Experience in leading service system implementations (e.g., MRP).

• Strong problem-solving abilities.

• Exceptional analytical skills, including proficiency in reporting and data analysis.

• Capability to interact effectively at all levels of the organization.

• Familiarity with call center CRM tools and call center phone systems.

• Understanding of live chat and other digital communication methods.

• Project management skills.

• Effective oral and written communication skills.

• Uphold integrity at all times, remaining honest, transparent, and respectful in all relationships.

• Center patient care in all activities, building lifelong trust.

• Promote open collaboration and constructive dialogue with colleagues.

• Continuously innovate solutions, adapting to and influencing change.

• Focus on superior outcomes, adjusting work processes for exceptional results.

🏝️ Benefits

• Competitive Compensation Packages.

• 8 Paid National Holidays & 4 additional Floating Holidays.

• PTO that encompasses Vacation and Sick time.

• Medical, Dental, and Vision Benefits.

• 401k Savings and Retirement Plan.

• Paid Parental Bonding Leave for New Parents.

• Flexible Work Schedules and Part-time Opportunities.

• Generous Employee Referral Bonus Program.

• Mentorship Programs for both Mentors and Mentees.

• Student Loan Repayment Assistance available by Location.

• Relocation Assistance.

• Regional & National travel opportunities for CPO/CO/CP roles.

• Opportunities to volunteer for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest.