HFN: Manager, Customer Success

The Manager, Customer Success at Hanger, Inc. is responsible for ensuring excellence in customer service delivery within the Orthotic and Prosthetic Custom Fabrication business. This role involves defining and managing the implementation and execution of Customer Support programs and policies, ensuring consistent workflow, communication standards, and response protocols for both internal and external customers.

About the Role

This role acts 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. It also involves managing Return Authorization triage, creating documented pathways and paperwork to support clinical review and processing. Additionally, it requires managing various channels of customer communication and researching, evaluating, and implementing new technologies and tools to enhance customer service operations, team collaboration, and overall efficiency.

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.

Preferred Qualifications

• Preferred Bachelor's degree in Business Administration or related field.
• Four years supervisory experience.
• Supervising or managing experience in a multi-site environment.

Additional Success Factors

• Excellent interpersonal skills; gather and assimilate accurate information and different perspectives.
• Empathetic advocate for win-win ecosystem.
• Strong problem solving skills.
• Outstanding analytical skills, reporting and data analysis.
• Familiarity with call center CRM utilization and call center phone systems.
• Understanding of live chat and other digital communication methods.
• Project management skills.
• Effective oral/written communication skills.

Our Investment in You

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes 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- Mentor and Mentee Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

Equal Employment Opportunity

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics.