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Hanger, Inc. · 1 day ago

Manager, Customer Service & Escalations

Austin, Texas Metropolitan Area

Full-time

Onsite

Mid, Senior Level

5+ years exp

Hanger, Inc. is the world's premier provider of orthotic and prosthetic services and products. They are seeking a Manager, Customer Service & Escalations to oversee complex customer issues and ensure high service quality while managing cross-functional teams and fostering client relationships.

Health CareHospitalMedical Device

H1B Sponsor Likely

Responsibilities

Oversee the incident management process and team members that drive incident through resolution

Manage Escalations: Take ownership of high-priority and complex customer issues, ensuring they are addressed promptly and effectively. Act as the primary point of contact for escalated cases, providing guidance and support to resolution teams

Coordinate Cross-Functional Teams: Collaborate with technical support, customer service, operational management, and other relevant departments to facilitate swift resolution of escalated issues. Ensure clear communication and alignment across teams

Customer Advocacy: Serve as a customer advocate by understanding their concerns, managing expectations, and providing regular updates. Strive to exceed customer expectations and foster long-term relationships

Root Cause Analysis: Investigate underlying causes of escalations to identify systemic issues. Work with relevant teams to develop and implement corrective actions to prevent recurrence

Process Improvement: Continuously evaluate escalation procedures and workflows. Recommend and implement enhancements to streamline processes, reduce resolution times, and improve overall efficiency

Reporting and Documentation: Maintain detailed records of escalations, resolutions, and lessons learned. Prepare regular reports for management to track trends, performance metrics, and areas for improvement

Training and Development: Provide guidance and training to support teams on escalation handling best practices. Promote a culture of continuous improvement and professional growth

Maintain Service Standards: Ensure all escalated issues are managed in accordance with company policies, service level agreements (SLAs), and quality standards to uphold the organization’s reputation

Qualification

IT service managementEscalation managementCustomer relationsAnalytical skillsProblem solvingTeam managementRelationship managementProcess improvementCommunication skills

Required

Bachelor's degree in business, IT and/or comparable experience

Experience in fast-paced environment

Solid understanding of IT service management software including ITIL

Excellent managerial skills and ability to collaborate with team members

Strong problem solving, analytical, and time management skills

Adept at relationship management and communication with all levels of an organization

Must have, or be eligible to obtain, a valid driver's license and driving record within the standards outlined within Hanger's Motor Vehicle Safety Policy and Procedures

Preferred

Healthcare industry preferred

2+ years of Customer Relations experience preferred

5+ years of global escalation management experience preferred

Five or more years of experience managing teams of cross-functional technical and non-technical resources to produce robust solutions for escalated customers preferred

Exceptional writing and oral communication skills – be able to synthesize complex and confusing information into crisp exec summaries for a variety of audiences

Benefits

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

Company

Hanger, Inc.

Glassdoor3.5

Headquartered in Austin, Texas, Hanger, Inc. is a leading provider of orthotic and prosthetic (O&P) patient care services and products.

Founded in 1861

Austin, Texas, USA

5001-10000 employees

https://corporate.hanger.com/

H1B Sponsorship

Hanger, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (2)

2024 (1)

2022 (1)