Manager, Customer Service & Escalations

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?

We are seeking a Manager, Customer Service & Escalation to join our Austin,TX HQ - This is a vital leadership position responsible for overseeing the resolution of complex customer issues and ensuring the highest levels of service quality. This role requires a strategic thinker with exceptional problem-solving skills, capable of managing escalated cases efficiently while coordinating cross-functional teams to deliver timely and effective solutions. The Escalation Manager acts as the primary point of contact for high-priority escalations, fostering strong relationships with clients and internal stakeholders to uphold the company's commitment to excellence. This position demands a proactive approach to identifying root causes of recurring issues, implementing process improvements, and maintaining a customer-centric focus to enhance overall satisfaction and loyalty.

Your Impact

• 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.

Minimum Qualifications

 

• Bachelor’s degree in business, IT and/or comparable experience
• Healthcare industry preferred
• 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.
• 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
• 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. 

Additional Success Factors

• Ability to make rapid, infor