SPS: Director of Customer Service

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.

The Director of Customer Service is a senior leadership role responsible for setting the strategic vision and leading the customer service function across the SPS and SureFit business units, with the potential to expand oversight across additional business areas. This role drives the modernization, scalability, and continuous improvement of service operations, ensuring an exceptional customer experience that aligns with the company’s mission and growth objectives.

Strategic Leadership:

• Establish the long-term vision for customer service aligned with enterprise objectives.
• Develop scalable service models, KPI frameworks, and long-term staffing plans.
• Lead cross-functional initiatives that elevate customer satisfaction and retention.

Team & Performance Management:

• Direct a team of managers/supervisors and oversee department-wide staffing, development, and succession planning.
• Establish performance standards, development goals, and recognition programs to foster a culture of excellence.
• Mentor and guide customer service leaders to drive high performance and engagement.

Operations & Continuous Improvement:

• Oversee daily operations and ensure service delivery meets established standards.
• Analyze service trends and implement data-driven solutions to optimize efficiency and quality.
• Leverage technology (including Oracle Order Management) and automation to modernize the service experience.

Collaboration & Stakeholder Engagement:

• Serve as a key liaison to executive leadership and collaborate with Sales, Supply Chain, IT, and other departments to align service with broader organizational goals.
• Influence business unit strategy through insights into customer needs and feedback.

Customer Advocacy & Escalation Management:

• Establish policies for high-priority issue resolution and customer retention practices.
• Oversee resolution of escalated cases and ensure root cause analysis for long-term solutions.

Reporting & Budget Accountability:

• Own departmental budget, forecasting, and resource planning.
• Deliver executive reports on KPIs, trends, and operational outcomes.

• Bachelor’s degree in business, Operations Management, or related field; Master’s degree preferred.
• 10+ years in customer service leadership, with 5+ years at a senior or director level.
• Proven success directing multi-site or multi-unit customer service teams.
• Experience in healthcare, O&P, or regulated industries highly preferred.
• Expertise with Oracle Order Management and customer service platforms.
• Strong business acumen with the ability to influence cross-functional and executive stakeholders.
• Demonstrated experience leading teams through transformation, system implementations, or process overhauls.
• Exceptional analytical, strategic thinking, and communication skills.
• 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. 

• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

• 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

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

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