HFN: Manager, Customer Success

Overview

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.

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.

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.