Manager, Customer Success

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

📋 Description

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

• Develop and oversee the implementation and execution of Customer Support initiatives and policies.

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

• Recruit, mentor, and lead a remote customer service team.

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

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

• Prioritize incoming orthotic and prosthetic devices for fabrication.

• Facilitate job adjustments and submissions.

• Oversee Return Authorization triage, creating documented processes and paperwork to support clinical review and processing.

• Manage various customer communication channels.

• Investigate, 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 comparable field.

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

• Two years of supervisory experience.

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

• Strong problem-solving abilities.

• Excellent analytical skills, including reporting and data analysis.

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

• Understanding of live chat and other digital communication tools.

• Project management capabilities.

• Strong verbal and written communication skills.

• Exceptional interpersonal abilities.

• Capacity to interact effectively at all organizational levels.

• Conduct oneself with integrity at all times, remaining honest, transparent, and respectful in all relationships.

• Keep the patient at the forefront of all actions, fostering lifelong trust.

• Encourage open collaboration and constructive dialogue with peers.

• Continuously innovate solutions, adapting to and influencing change.

• Aim for superior outcomes and refine work processes for exceptional results.

🏝️ Benefits

• 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 based on location.

• Relocation Assistance.

• Regional & National traveling CPO/CO/CP opportunities.

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

• Competitive Compensation Packages.