HFN: Manager, Customer Success

Why Us?

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

Could This Be For You?

The Manager, Customer Success is responsible for ensuring excellence in customer service delivery within Hanger's Orthotic and Prosthetic Custom Fabrication business.

This role defines and manages the implementation and execution of Customer Support programs and policies, ensuring consistent workflow, communication standards, and response protocols for our internal and external customers.

As a customer-facing leader and escalation point for service issues, you'll build and lead a high-performing remote service team.

Your Impact

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.

Minimum Qualifications

Required

• 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

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
• Experience leading service system implementation (ie: MRP)
• Empathetic advocate for win-win ecosystem
• 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.

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

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. 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. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

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