Manager, Customer Success

Hanger, Inc.

. Ensure excellence in customer service delivery within Hanger's Orthotic and Prosthetic Custom Fabrication business .

Posted 9/29/2026full-timeRemote • Arizona • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service delivery within the Orthotic and Prosthetic industry, with a strong focus on team leadership, performance metrics, and effective communication. Proven ability to implement customer support programs and enhance operational efficiency through innovative solutions.

Highest-signal resume keywords

Customer Service ExcellenceTeam LeadershipPerformance Metrics ManagementProject ManagementHealthcare Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support Program ImplementationData AnalysisService System ImplementationReturn Authorization ManagementCall Center CRM UtilizationProblem SolvingAnalytical SkillsWorkflow ManagementJob Adjustment CoordinationCommunication Standards

Soft Skills

Interpersonal SkillsEffective CommunicationCollaborationIntegrityInnovation

Tools & Technologies

Call Center Phone SystemsDigital Communication MethodsMRP Systems

Certifications & Qualifications

Bachelor’s Degree in Business Administration

Industry Keywords

Orthotic and Prosthetic FabricationHealthcareO&P DistributionCustomer SatisfactionService Quality Outcomes

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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