Manager, Audiology Technical Support Services in Durham, North Carolina at MED-EL Corporation

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.

• 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%).

• Embodies MED-EL values: Team Player, Valued Partner, Innovative, Performance Driven.
• Expertise in hearing implants and related software strongly preferred.
• Deep knowledge of medical devices, healthcare operations, FDA regulations, and HIPAA.
• Experience in hearing/medical device contact centers and high-volume service environments preferred.
• 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.

Education & Professional Requirements

• 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.
• Hybrid schedule: 3 days in office, 2 days remote, with additional on-site presence as needed for meetings, training, or onboarding.