Overview In this role you will lead the Customer Success function to standardize the Orthotic and Prosthetic Custom Fabrication support workflow and ensure a seamless customer journey. You will define and execute support programs, act as a critical escalation point, and partner with cross functional teams to improve processes. You will build and guide a service team, manage multiple communication channels, and apply industry knowledge to elevate service levels. This position offers meaningful impact through improved customer experiences and operational excellence.
Compensation / Benefits- Competitive compensation
- Medical, Dental, and Vision benefits
- 401k Savings and Retirement Plan
- Paid Parental Bonding Leave
- Flexible work schedules
- PTO including vacation and sick time
Responsibilities- Build and lead a service team to optimize customer interactions
- Drive process standardization to improve retention and growth
- Manage multiple customer communication channels
- Analyze feedback and issues to inform improvements
- Evaluate and implement processes and tools to enhance outcomes
- Develop industry and O&P knowledge to elevate service levels
- Travel 20% for on-site collaboration with teams and portfolio understanding
Key requirements- Bachelor's degree in Business Administration or equivalent
- Minimum five years' experience in healthcare sales support or related distribution sales support
- Two years supervisory experience
- Excellent interpersonal skills
- Empathetic and collaborative mindset
- Strong problem solving ability
- Familiarity with call center CRM utilization and call center phone systems
- Experience leading service system implementations (e.g., MRP)
- Project management skills
