Manager US Customer Care (M/W)

Wandercraft•New York, NY

21h•Hybrid

About The Position

We are looking for a dynamic and experienced clinical leader to build and lead our US Customer Care team. This is a pivotal role at a pivotal moment: you will be at the center of the Eve launch in 2026, responsible for recruiting, developing, and deploying the clinical team that will bring our personal exoskeleton to patients across the United States. We are looking for talents who are enthusiastic, passionate, and creative but above all like-minded: abiding by the highest standards, honest, and committed to everything they do. Expect to be challenged — we are creating things that nobody has ever done before. Expect to work hard and fast: we are testing and learning as we go. Expect to aim for perfection: after all, we are breaking ground with high-technology exoskeletons. Are you ready to push the limits — and bring a team with you? Reporting to the US VP of Business Development, the Manager US Customer Care will lead a growing team of Clinical Specialists deployed across Wandercraft Hubs and US territories. They will be in charge of (non-exhaustive list): Building and scaling the US Customer Care team in preparation for the Eve personal exoskeleton launch in 2026, including recruiting Clinical Specialists for Wandercraft Hubs and regional US territories. Leading all clinical operations for both healthcare products across Wandercraft Hubs in the US, including the Walk in New York clinic, and overseeing clinical standards, training protocols, and patient care quality across all sites. Partnering with the Sales, Marketing, and R&D teams to ensure a seamless and clinically excellent Eve launch experience for both practitioners and patients. Serving as the primary clinical expert for the Eve personal exoskeleton in the US, driving clinical education, product feedback loops, and evidence generation for the new device. Responsible of making strategic clinical decisions impacting the organization to ensure compliance with regulation as well as safety for patients and teams. Organizing strategically customer and partner clinical support across all US territories, ensuring best-in-class standards from hospital partners to patient support groups.

Requirements

Experienced clinical leader
Ability to recruit, develop, and deploy a clinical team
Enthusiastic, passionate, and creative
Abiding by the highest standards, honest, and committed
Experience in building and scaling teams
Experience in leading clinical operations
Experience in overseeing clinical standards, training protocols, and patient care quality
Experience in partnering with Sales, Marketing, and R&D teams
Expertise as a clinical expert for a device
Experience in driving clinical education, product feedback loops, and evidence generation
Experience in making strategic clinical decisions
Experience in organizing customer and partner clinical support
Experience in defining staffing strategies and identifying regional needs
Experience in end-to-end recruitment
Experience in developing onboarding and certification programs
Experience in building compensation and career frameworks
Experience in fostering a high-performing, collaborative team culture
Experience in launch readiness planning, field deployment, and initial commercial rollout
Experience in developing and standardizing clinical protocols, training curricula, and best-practice frameworks
Experience in leading clinical discussions and KOL engagements
Experience in coordinating with international teams
Experience in overseeing clinical trial monitoring and evidence development
Experience in managing, coaching, and evaluating teams
Experience in defining performance objectives and conducting reviews
Experience in creating individual development plans
Experience in overseeing deployment logistics, territory assignments, and travel planning
Experience in establishing clinical KPIs and reporting processes
Experience as an escalation point for complex clinical cases and customer issues
Experience in delivering best-in-class training, support, and follow-up
Experience in overseeing the quality of therapeutic sessions and patient care
Experience in building and nurturing strategic relationships with key stakeholders
Experience in managing clinical requests
Experience in developing and improving training materials, tutorials, and educational content
Experience in supporting clinical demonstrations
Experience in contributing clinical strategy and expertise to go-to-market plans
Experience in representing the company at professional conferences and events
Experience in providing structured clinical feedback to R&D and Marketing
Experience in assisting marketing teams in generating clinical content, case studies, and educational materials

Responsibilities

Define the clinical staffing strategy for the Eve launch, identifying regional territory needs across the US and align with VP Business Development according to company strategy
Lead end-to-end recruitment of Clinical Specialists for Wandercraft Hubs (New York and future Hub cities) and distributed US territory coverage.
Develop onboarding and certification programs for new Clinical Specialists to ensure readiness for Eve launch timelines.
Partner with HR and leadership to build competitive compensation and career frameworks for the clinical team.
Foster a high-performing, collaborative team culture aligned with Wandercraft’s mission and the scale of the Eve launch.
Act as the primary US clinical lead for the Eve personal exoskeleton, contributing to launch readiness planning, field deployment, and initial commercial rollout.
Develop and standardize Atalante clinical protocols, training curricula, and best-practice frameworks for the Clinical Specialist team to boost Atalante utilization in US centers.
Lead clinical discussions with key opinion leader (KOL) engagements with Access
Coordinate with Paris HQ and European Clinical Specialists to align on global clinical standards and capture cross-market learnings.
Oversee clinical trial monitoring and evidence development activities related to both Atalante and Eve in the US market.
Manage, coach, and evaluate a growing team of Clinical Specialists deployed across Wandercraft Hubs and US territories.
Define performance objectives, conduct regular reviews, and create individual development plans for each team member.
Oversee deployment logistics, territory assignments, and travel planning for the clinical team to ensure optimal coverage.
Establish clinical KPIs and reporting processes to track team performance, device utilization, and patient outcomes.
Serve as escalation point for complex clinical cases, customer issues, and cross-functional clinical requests.
Ensure the Clinical Specialist team delivers best-in-class training, support, and follow-up to Wandercraft customers and partners across the US.
Oversee the quality of therapeutic sessions, clinical training programs, and patient care at Wandercraft Hubs and partner facilities.
Build and nurture strategic relationships with key hospital networks, rehabilitation institutions, and patient support groups at a national level.
Manage clinical requests related to device use in conjunction with Quality, Regulatory, and Clinical Affairs teams.
Develop and continuously improve training materials, tutorials, and educational content for both Atalante and Eve.
Collaborate closely with the US Sales team to support clinical demonstrations at hospitals, congresses, and Wandercraft Hubs.
Contribute clinical strategy and expertise to the Eve go-to-market plan, supporting territory prioritization and clinical positioning.
Represent Wandercraft at national and regional professional conferences, KOL events, and patient advocacy gatherings.
Provide structured clinical feedback from the field to R&D and Marketing to inform product development and communications.
Assist the marketing team in generating clinical content, case studies, and educational materials for the Eve launch.