Manager, Customer Service & Escalations

Hanger, Inc. • Austin, TX

1d

About The Position

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.

Requirements

• 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.

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees