Customer Service Manager

Autonomous Medical Devices Incorporated•Santa Ana, CA

3d•$75,000 - $95,000•Onsite

About The Position

At AMDI, we're seeking a hands-on Customer Service Manager to build and lead AMDI’s customer support function, ensuring a best-in-class experience for clinicians, lab partners, and patients using AMDI’s diagnostic products and services. This role is equal parts hands-on case leadership and builder—scaling support operations, managing escalations, and partnering cross-functionally as AMDI transitions from R&D to full-scale commercialization. Location: This is an onsite position located at our Santa Ana, CA office. Candidates living within a 25-mile range preferred.

Requirements

Bachelor’s degree preferred (life sciences, healthcare administration, business, or related) or equivalent experience.
Minimum of 5 years in customer service/support, including a minimum of 2 years leading teams (or acting as a senior lead in a scaled support environment).
Strong preference for experience in diagnostics, medical devices, healthcare, digital health, or another regulated environment.
Working knowledge of diagnostic / laboratory workflows.
Demonstrated ability to build processes and teams in a fast-paced, resource-constrained environment.
Excellent written and verbal communication skills—able to translate technical and clinical concepts into clear, empathetic guidance.
Strong analytical and problem-solving skills; comfort with CRM/helpdesk systems and performance reporting.

Nice To Haves

Experience supporting clinician offices, urgent care, labs, health systems, or IDNs as primary customers.
Direct experience with complaint handling and cross-functional quality investigations.
Experience implementing or administering helpdesk/CRM tooling (e.g., case routing, knowledge base, integrations).

Responsibilities

Implement and continuously improve end-to-end support workflows: intake, triage, escalation, resolution, documentation, and feedback loops—built for regulated diagnostics environment.
Own day-to-day execution of customer support operations, including coverage schedules and peak-volume planning.
Establish clear service standards, case categorization, escalation pathways, and communication templates for consistent execution at scale.
Handle complex and escalated cases related to ordering, sample logistics, results delivery, billing inquiries, and product/service issues—driving timely resolution.
Coordinate cross-functional resolution with Operations and Commercial leadership to remove blockers and protect customer experience.
Partner closely with Quality/Regulatory to ensure complaint intake, documentation, escalation, and closure meet required standards and internal procedures.
Ensure customer-facing communications reflect professionalism, integrity, and regulatory compliance—especially when issues intersect with product performance, reporting, or patient-impacting workflows.
Recruit, train, coach, and manage a growing team of customer service representatives.
Build a culture of customer focus, accountability, urgency, and continuous improvement.
Maintain and grow knowledge bases, FAQs, scripts, and onboarding materials aligned to diagnostic workflows and common clinical questions.
Build dashboards and operating metrics (response time, first-contact resolution, reopen rate, complaint turnaround time) and drive action from the data.
Support new account onboarding, training coordination, and early adoption—partnering with Commercial teams to accelerate time-to-value.
Provide structured voice-of-customer feedback: trends, failure points, feature requests, and operational risks—recommended fixes included.