Manager, Customer Success Specialist: Sports Medicine

AT LIFENET HEALTH, YOU ARE THE ADVANTAGE

Every day, YOU help us to save lives, restore health, and bring hope to patients and families around the world. At LifeNet Health, we cultivate growth, innovation, and collaboration, where your contributions drive solutions that benefit humanity.

Together, we are united by a mission greater than ourselves, a purpose rooted in healing.

ABOUT THIS JOB
Location: Virginia Beach, VA (on-site)

Department: Customer Experience

Schedule: Monday – Friday, 8:15 a.m. – 5:00 p.m. (ET), workdays variable, on-call; Essential Personnel, 30% travel

Clinical Status: Non- clinical
 

HOW YOU’LL MAKE AN IMPACT
The Manager, Customer Success Specialist: Sports Medicine leads and ensures the overall effectiveness and productivity of the Sports Medicine Technical Support program. This role owns operational excellence, establishes goals aligned to company strategy, manages people processes, and drives continuous improvement using LEAN and data-driven methods. The Manager oversees safety, quality, performance metrics, and budget/KPI results; implements robust training programs; and builds strong relationships with internal and external stakeholders. The role partners cross-functionally within the Customer Experience Department, and with Marketing & Sales, Finance, P&L, and Quality to resolve escalations, optimize workflows, and support business continuity plans across LifeNet Health’s Sports Medicine allograft portfolio.

Your work will have purpose every single day, contributing directly to life-changing outcomes.

WHAT YOU’LL DO

• People Management & Talent Development: Lead, coach, and develop the Sports Medicine Technical Support team, ensuring they have the skills, tools, and resources to perform at or above standards. Execute people processes (performance management, development, succession, and career pathways) and manage engagement, recognition, and retention programs. Conduct regular one-on-ones, team huddles, and performance reviews; provide feedback and resolve employee-relations issues.  Build and sustain partnerships across organizational boundaries and with external stakeholders to achieve shared outcomes.
• Operational Excellence & Continuous Improvement: Establish program goals aligned with company objectives; lead LEAN/CI projects with stakeholders to identify, define, and execute process improvements. Investigate customer complaints and internal errors, perform root-cause analysis, implement corrective/preventive actions, and monitor effectiveness. Establish and manage training programs for new/existing staff; measure training outcomes and ensure competency. Develop and maintain SOPs/work instructions; ensure compliance with LNH policies and applicable standards.
• Technical Oversight: Oversee clinical technical support and training quality (graft selection/application) delivered by the team; step in for high-impact escalations or complex cases. Ensure order/case management quality (measurement accuracy, match communications, offer coordination) and fulfillment strategies (quarantine/backorder monitoring, alternative graft recommendations) are executed consistently. Govern technical complaint handling and advanced inquiries; coordinate root-cause/corrective actions with Quality/Product and communicate learnings to the team.
• KPIs Management: Develop, monitor, and report on KPIs (service, accuracy, productivity, customer experience) and related metrics; investigate trends/variances and adjust operations accordingly. Collect required report data identifies errors and creates solutions that increase the accuracy, efficiency, service, productivity, and customer experience for our clients.

WHAT YOU’LL BRING
Minimum Requirements:

• Bachelor’s degree
• Valid State Driver’s License
• Seven (7) years of experience in one of the following: Healthcare (Tissue Banking, Organ Procurement Organization, Blood Banking, Nursing, Medical, EMT, etc.), Marketing, Sales, Customer Experience, Public Relations, or Business Development.
• Three (3) years of experience in a leadership role managing direct reports.

Preferred Experience/Skills/Certifica