Manager, Customer Success

Job not on LinkedIn

🔥 7 minutes ago

🌵 Arizona – Remote

🌵 Arizona – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hanger, Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1861

💼 Consulting

🏭 Manufacturing

🏥 Healthcare

Consulting • Manufacturing • Healthcare

Hanger, Inc. is a purpose-driven company that focuses on empowering human potential by providing advanced orthotic and prosthetic services and solutions. With a commitment to clinical research, innovation, and exceptional customer service, Hanger operates 925 patient care clinics nationwide and is supported by 6,400 employees dedicated to moving lives forward. The company treats approximately one million patients annually, showcasing its significant impact in the healthcare sector.

📋 Description

• Ensure excellence in customer service delivery within Hanger's Orthotic and Prosthetic Custom Fabrication business • Define and manage the implementation and execution of Customer Support programs and policies • Ensure consistent workflow, communication standards, and response protocols for internal and external customers • Build and lead a high-performing remote service team • Build, mentor, and manage a remote customer service team • 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 • Triage 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 • 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. • Excellent interpersonal skills; gather and assimilate accurate information and different perspectives • Experience leading service system implementation (ie: MRP) • Strong problem solving skills • Outstanding analytical skills, reporting and data analysis • Ability to interact effectively at all levels of organization • 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 • Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships. • Keep the patient at the center of everything that you do, building lifelong trust. • Foster open collaboration and constructive dialogue with everyone around you. • Continuously innovate new solutions, influencing and responding to change. • Focus on superior outcomes, and calibrate work processes for outstanding results.

🏖️ Benefits

• 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