Manager, Customer Success Specialist: Sports Medicine (10402-202616)

About the role

Every day, you help us to save lives, restore health, and bring hope to patients and families around the world. At LifeNet Health, we cultivate growth, innovation, and collaboration, where your contributions drive solutions that benefit humanity.

Location

Virginia Beach, VA (on-site)

Department

Customer Experience

Schedule

Monday – Friday, 8:15 a.m. – 5:00 p.m. (ET), workdays variable, on-call; Essential Personnel, 30% travel

Essential Personnel

Clinical Status: Non-clinical

How You’ll Make An Impact

• Lead, coach, and develop the Sports Medicine Technical Support team, ensuring they have the skills, tools, and resources to perform at or above standards.
• Execute people processes (performance management, development, succession, and career pathways) and manage engagement, recognition, and retention programs.
• Conduct regular one-on-ones, team huddles, and performance reviews; provide feedback and resolve employee-relations issues.
• Build and sustain partnerships across organizational boundaries and with external stakeholders to achieve shared outcomes.
• Establish program goals aligned with company objectives; lead LEAN/CI projects with stakeholders to identify, define, and execute process improvements.
• Investigate customer complaints and internal errors, perform root-cause analysis, implement corrective/preventive actions, and monitor effectiveness.
• Develop and maintain SOPs/work instructions; ensure compliance with LNH policies and applicable standards.
• Oversee clinical technical support and training quality (graft selection/application) delivered by the team; step in for high-impact escalations or complex cases.
• Ensure order/case management quality (measurement accuracy, match communications, offer coordination) and fulfillment strategies (quarantine/backorder monitoring, alternative graft recommendations) are executed consistently.
• Govern technical complaint handling and advanced inquiries; coordinate root-cause/corrective actions with Quality/Product and communicate learnings to the team.
• Develop, monitor, and report on KPIs (service, accuracy, productivity, customer experience) and related metrics; investigate trends/variances and adjust operations accordingly.

What You’ll Do

• People Management & Talent Development
• Operational Excellence & Continuous Improvement
• Technical Oversight
• KPIs Management

Minimum Requirements

• Bachelor’s degree
• Valid State Driver’s License
• Seven (7) years of experience in one of the following: Healthcare (Tissue Banking, Organ Procurement Organization, Blood Banking, Nursing, Medical, EMT, etc.), Marketing, Sales, Customer Experience, Public Relations, or Business Development
• Three (3) years of experience in a leadership role managing direct reports

Preferred Experience/Skills/Certifications

• CTBS: AATB Certification
• Seven (7) years of direct field experience with biologics, working in operating rooms or with physicians
• Experience should demonstrate strong understanding of graft options, product attributes, anatomical applications, and clinical workflows
• Functional understanding of SAP or similar ERP systems

Key Knowledge, Skills, & Abilities

• Leadership Skills
• Relationship Management
• Computer Skills
• Communication Skills
• Time Management
• Problem Resolution
• Analytical Skills

Why Join LifeNet Health

• Affordable Medical, Dental, and Vision Coverage
• Profit Sharing Plan
• 403(b) Retirement Plan
• Paid Parental Leave
• Corporate Sponsored Events
• Paid Time Off
• Flexible Work Program
• Tuition Reimbursement
• Career & Leadership Development
• Wellness Program
• Employee Assistance Program (EAP)
• Incredible teammates

Compensation

Salary Range: $87,226 - $116,301 annually

Final compensation

Final compensation will be based on factors such as geographic location, qualifications, and prior relevant experience.

Equal Opportunity Employer

LifeNet Health is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.