HFN: Manager, Customer Success

Hanger, Inc. is the world's premier provider of orthotic and prosthetic services and products, dedicated to empowering human potential. The Manager, Customer Success is responsible for ensuring excellence in customer service delivery within Hanger's Orthotic and Prosthetic Custom Fabrication business, leading a remote service team and managing customer support programs.

Responsibilities:

• Build, mentor, and manage a remote customer service team to deliver excellent customer interactions and support
• Define and manage key performance indicators and metrics to monitor team efficiency, customer satisfaction, and service quality outcomes
• Act as the primary internal liaison between internal and external customers and clinical staff, triaging incoming orthotic and prosthetic devices for fabrication and coordinating job adjustments and submissions
• Manage Return Authorization triage, creating documented pathways and paperwork to support clinical review and processing
• Manage various channels of customer communication
• Research, evaluate, and implement new technologies and tools to enhance customer service operations, team collaboration, and overall efficiency

Requirements:

• Bachelor's degree in Business Administration or equivalent
• Minimum five years' experience in healthcare, O&P distribution, or related field support
• Two years supervisory experience
• Bachelor's degree in Business Administration or related field
• Four years supervisory experience
• Supervising or managing experience in a multi-site environment