Manager, Audiology Technical Support Services

MED-EL Corporation•Durham, NC

1d•Hybrid

About The Position

The Manager, Audiology Support Services is a senior leadership role within MED-EL US Customer Experience, responsible for leading teams that provide high-quality support and troubleshooting for professional clinics, staff, and consumers across multiple communication channels. This role ensures exceptional service delivery for MED-EL’s product portfolio, drives operational excellence, and fosters a collaborative, performance-oriented culture. The manager partners closely with senior leadership to align strategy, optimize processes, and uphold MED-EL’s commitment to a world-class customer experience.

Requirements

Embodies MED-EL values: Team Player, Valued Partner, Innovative, Performance Driven.
Deep knowledge of medical devices, healthcare operations, FDA regulations, and HIPAA.
Highly organized with strong communication and stakeholder-management skills.
Ability to perform under pressure, including during audits and regulatory inspections.
Ability to quickly learn MED-EL tools (e.g., Five9, Navision, CRM).
Excellent customer service, written communication, and problem-solving skills.
Advanced degree in Audiology with 5+ years of professional experience (clinical, academic, industry, or association).
2+ years of leadership or supervisory experience, ideally in hearing implants, medical devices, or hearing aids.
Willingness to rapidly expand knowledge in customer service and contact center operations.
Skilled in workflow redesign and process optimization.

Nice To Haves

Expertise in hearing implants and related software strongly preferred.
Experience in hearing/medical device contact centers and high-volume service environments preferred.

Responsibilities

Align with senior and executive leadership to ensure clarity, focus, and execution of organizational goals.
Participate in strategic planning for MED-EL’s short- and long-term success.
Position Audiology Support Services as a key contributor to MED-EL’s customer experience mission.
Lead planning for budget, staffing, and departmental priorities.
Complete compliance, administrative, and people-management duties in a timely, professional manner.
Serve on cross-functional teams and committees as needed.
Partner with leadership to ensure seamless customer experience across functions and resolve issues promptly.
Ensure high-quality, efficient audiology support services for all customer groups.
Deliver world-class support for new and existing product lines throughout their lifecycle.
Collaborate with leadership and teams to meet strategic goals and performance targets.
Ensure teams have the resources needed to meet service level standards using data, feedback, and projections.
Identify and communicate training needs related to non-clinical service delivery and support training rollout.
Optimize service delivery through monitoring productivity, metrics, and digital tools to identify trends and opportunities.
Oversee departmental projects and manage change, ensuring team engagement and feedback during transitions.
Establish and maintain procedures that support seamless, compliant customer operations.
Develop and maintain documentation for workflows, policies, and procedures, ensuring accessibility and accuracy.
Evaluate and refine processes to improve efficiency and scalability.
Engage supervisors and leads in developing and reviewing guidance and policy.
Collaborate with other departments to align business processes and resolve issues.
Lead hiring activities for Audiology Support Services.
Foster a professional, collaborative, performance-driven culture.
Lead the annual performance management process for the Audiology team.
Coach and develop supervisors and direct reports, providing backup coaching as needed.
Conduct regular one-on-ones, training, and performance feedback to support continuous improvement.
Support supervisors in talent development and retention, ensuring growth opportunities are available.
Empower supervisors and leads through delegated decision-making and ownership of responsibilities.
Coach the team on performance metrics, strengths, and their impact on customer outcomes.
Guide the team in resolving internal conflicts and collaborating effectively.
Provide or coordinate clinically related training for new MED-EL personnel.
Support additional initiatives and projects as required.
Provide timely updates to leadership and collaborate with other management roles.
Oversee nationwide customer support services, including coverage outside standard business hours.
Maintain flexibility to address staffing issues, business needs, and international support requirements.
Travel occasionally for on-site support, training, or business needs (less than 5%).