Manager, Customer Success Specialist: Sports Medicine

AT LIFENET HEALTH, YOU ARE THE ADVANTAGE

Every day, YOU help us to save lives, restore health, and bring hope to patients and families around the world. At LifeNet Health, we cultivate growth, innovation, and collaboration, where your contributions drive solutions that benefit humanity.

Together, we are united by a mission greater than ourselves, a purpose rooted in healing.

ABOUT THIS JOB

Location: Virginia Beach, VA (on-site)

Department: Customer Experience

Schedule: Monday- Friday, 8:15 a.m.- 5:00 p.m. (ET), workdays variable, on-call; Essential Personnel, 30% travel

Clinical Status: Non- clinical

HOW YOU'LL MAKE AN IMPACT

The Manager, Customer Success Specialist: Sports Medicine leads and ensures the overall effectiveness and productivity of the Sports Medicine Technical Support program. This role owns operational excellence, establishes goals aligned to company strategy, manages people processes, and drives continuous improvement using LEAN and data-driven methods. The Manager oversees safety, quality, performance metrics, and budget/KPI results; implements robust training programs; and builds strong relationships with internal and external stakeholders. The role partners cross-functionally within the Customer Experience Department, and with Marketing & Sales, Finance, P&L, and Quality to resolve escalations, optimize workflows, and support business continuity plans across LifeNet Health's Sports Medicine allograft portfolio.

Your work will have purpose every single day, contributing directly to life-changing outcomes.

WHAT YOU'LL DO

• People Management & Talent Development: Lead, coach, and develop the Sports Medicine Technical Support team, ensuring they have the skills, tools, and resources to perform at or above standards. Execute people processes (performance management, development, succession, and career pathways) and manage engagement, recognition, and retention programs. Conduct regular one-on-ones, team huddles, and performance reviews; provide feedback and resolve employee-relations issues. Build and sustain partnerships across organizational boundaries and with external stakeholders to achieve shared outcomes.
• Operational Excellence & Continuous Improvement: Establish program goals aligned with company objectives; lead LEAN/CI projects with stakeholders to identify, define, and execute process improvements. Investigate customer complaints and internal errors, perform root-cause analysis, implement corrective/preventive actions, and monitor effectiveness. Establish and manage training programs for new/existing staff; measure training outcomes and ensure competency. Develop and maintain SOPs/work instructions; ensure compliance with LNH policies and applicable standards.
• Technical Oversight: Oversee clinical technical support and training quality (graft selection/application) delivered by the team; step in for high-impact escalations or complex cases. Ensure order/case management quality (measurement accuracy, match communications, offer coordination) and fulfillment strategies (quarantine/backorder monitoring, alternative graft recommendations) are executed consistently. Govern technical complaint handling and advanced inquiries; coordinate root-cause/corrective actions with Quality/Product and communicate learnings to the team.
• KPIs Management: Develop, monitor, and report on KPIs (service, accuracy, productivity, customer experience) and related metrics; investigate trends/variances and adjust operations accordingly. Collect required report data identifies errors and creates solutions that increase the accuracy, efficiency, service, productivity, and customer experience for our clients.

WHAT YOU'LL BRING

Minimum Requirements:

• Bachelor's degree
• Valid State Driver's License
• Seven (7) years of experience in one of the following: Healthcare (Tissue Banking, Organ Procurement Organization, Blood Banking, Nursing, Medical, EMT, etc.), Marketing, Sales, Customer Experience, Public Relations, or Business Development.
• Three (3) years of experience in a leadership role managing direct reports.

Preferred Experience/Skills/Certifications:

• CTBS: AATB Certification
• Seven (7) years of direct field experience with biologics, working in operating rooms or with physicians. Experience should demonstrate strong understanding of graft options, product attributes, anatomical applications, and clinical workflows.
• Functional understanding of SAP or similar ERP systems.

Key Knowledge, Skills, & Abilities:

• Leadership Skills: Ability to motivate and inspire the team to achieve goals.
• Relationship Management: Builds and sustains partnerships across organizational boundaries and functions to achieve common goals and outcomes.
• Computer Skills: Proficiency with using computer programs, ERP systems, and electronic documents. Proficiency in Microsoft Office: PowerPoint, Excel, Word, Outlook, Microsoft Suite.
• Communication Skills: Excellent verbal and written communication skills; ability to communicate effectively and build relationships with all professionals at different levels within the organization.
• Time Management: Ability to prioritize multiple, competing priorities and manage time/ workload. Demonstrated ability to effectively prioritize and juggle multiple time sensitive projects, multi- task, identify project interdependencies, and potential risks/ pitfalls.
• Problem Resolution: Demonstrates ability to anticipate and critically think through problems.
• Analytical Skills: Demonstrates the ability to successfully gather and evaluate pertinent information to draw conclusions and identify potential trends.

WHY JOIN LIFENET HEALTH

When you join LifeNet Health, you're not just taking a job, you're joining a mission-driven community dedicated to making a global impact through regenerative medicine. You'll be part of a workplace that values authenticity, collaboration, and the drive to make a difference.

We recognize that great work happens when people feel supported. That's why our total rewards package is designed to help you thrive both professionally and personally.

Here's how we support YOU:

• Affordable Medical, Dental, and Vision Coverage- Comprehensive care that won't break the bank.

• Profit Sharing Plan- Share in the success you help create.

• 403(b) Retirement Plan- Invest in your future with confidence.

• Paid Parental Leave- 6 weeks to bond with your newest family member.

• Corporate Sponsored Events- Celebrate milestones and build connections.

• Generous Paid Time Off- Because balance matters:

• 18 vacation days (based on position, tenure, and state laws)

• 9 sick days (subject to local and state regulations)

• 9 holidays (7 standard + 2 floating)

• Flexible Work Program- For approved roles, how and where you perform best.

• Tuition reimbursement- We invest in your growth and education.

• Career & Leadership Development- Expand your impact and potential.

• Wellness Program- Prioritize your health with holistic resources.

• Employee Assistance Program (EAP)- Support for you and your household.

• Incredible teammates- Collaborate with passionate, dedicated professionals.

Note: All benefits are subject to eligibility requirements and may be modified at any time, with or without notice, unless otherwise required by law. This job posting does not constitute an employment contract and does not alter the "at-will" nature of employment at LifeNet Health.

COMPENSATION

Salary Range: $87,226 - $116,301 annually

Final compensation will be based on factors such as geographic location, qualifications, and prior relevant experience. The pay range for this position is $87,226 annually (entry level qualifications) to $116,301 annually (experienced in this role). Actual compensation may be higher based on the successful candidate's knowledge and relevant experience.

EQUAL OPPORTUNITY EMPLOYER

LifeNet Health is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.

As part of our commitment to safety, we maintain a drug-free workplace and conduct pre-employment substance abuse screening.