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…