Manager, Customer Care

Join Our Team and Keep Moving Forward with Breg!

At Breg, we are dedicated to advancing orthopedic solutions that enhance the lives of patients and support healthcare professionals. As a leader in the orthopedic industry, we provide innovative products, consulting, technology, and services that help people move forward with confidence.

We are currently seeking a Manager, Customer Care to join our team in Carlsbad, CA. If you thrive in a dynamic environment where innovation and impact go hand in hand, this is the opportunity for you.

Who You Are

You are a forward-thinking professional who values collaboration, innovation, and making a meaningful difference. You bring expertise in ownership and accountability, ability to plan, execute, control, deliver and lead and influence others effectively and are eager to contribute to a team that is committed to delivering exceptional patient outcomes.

What You'll Do

As a Manager, Customer Care you will:

• Leads and develops the customer care department, setting and achieving team goals while providing coaching, mentoring, and guidance on best practices, product knowledge, and technical systems.

• Oversees omnichannel customer interactions, ensuring timely and accurate resolution of orders, inquiries, complaints, RMAs (Return Materials Authorization), and feedback to maintain high satisfaction levels.

• Collaborates with cross-functional teams (Logistics, Sales, Marketing, IT, Distribution) to address customer issues and optimize product and care-related processes.

• Implements quality control measures to improve order accuracy, manage returns compliance, and resolve fulfillment discrepancies or delays.

• Handles escalations and policy exceptions, balancing customer satisfaction with policy integrity, and acts as a point of contact for complex customer issues.

• Develops and executes strategies to enhance customer experience, improve care efficiency, and foster positive customer relationships.

• Tracks and analyzes key metrics (e.g., response time, resolution time, customer satisfaction) to drive continuous improvement.

• Prepares reports on performance, customer feedback, and operational challenges for senior management, ensuring alignment with organizational goals.

• Stays current with industry trends and implement best practices to maintain competitive customer care standards.

• Responsible for behaving in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices. Responsible for being accountable and committed to demonstrating Breg's cultural beliefs and achieving the key results of the company.

• Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition. The performance of the position is aligned with the culture of commitment and accountability, following the steps of: See it, Own it, Solve it, and Do it.

• Leadership responsibilities include selection, development, performance management and continuous recalibration of staff; ensures appropriate staffing levels and resource allocation; performs administrative tasks associated with timekeeping, pay, performance, policy administration and other matters related to employment.

• Assesses staff and provides timely and consistent feedback regarding technical proficiency and effectiveness. Provides constructive feedback, guidance, and reinforcement to employees regarding job performance. Works with staff to identify work goals and create individual development plans. Evaluates training programs to ensure content meets staff needs.

• Collaborate with cross-functional teams to drive excellence in patient care and business solutions.

What You Bring

• 5+ years in a customer care team management position, with a minimum of 2+ years in the DME (Durable Medical Equipment) space is required.
• Bachelor's degree in business administration, marketing or related field is highly preferred.
• 5+ years of experience working with CRM (Customer Relationship Management), EDI (Electronic Data Interchange), phone systems, ERP (Enterprise Resource Planning), order management automation are required.
• 5+ years managing escalations and resolving complex customer issues is required.
• 5+ years managing conflict resolution and customer satisfaction.
• Certifications in customer service management, leadership, or relevant technologies (e.g., CRM, ERP systems) are preferred.
• A passion for innovation and a commitment to Breg's mission to Keep Moving Forward.

Why Breg?

At Breg, we invest in our people and culture. We offer:

• Comprehensive Benefits: Medical, dental, vision, disability, and life insurance, effective the first of the month after hire.
• Work-Life Balance: Paid Time Off (PTO) and company-paid holidays.
• Growth & Development: Opportunities for professional advancement within a company that values your contributions.
• Commitment to Diversity & Inclusion: Breg is proud to be an Equal Employment Opportunity employer, fostering a diverse and inclusive workplace.

• For more information regarding Company benefits, please see https://www.breg.com/benefits

Compensation

Salary Range: $100,000.00 - $113,000.00. Actual compensation is determined by factors such as experience, skills, and business needs. This range reflects the minimum and maximum target range for new hire base salary/pay across all US locations. Actual pay is based on many factors unique to each candidate, including but not limited to geographical location, work experience, skill set, relevant training courses and certifications, and business needs. The base pay range is subject to change and may be modified in the future. This role may also be eligible for a bonus.

Ready to Move Forward?

If you're ready to be part of a company that is redefining orthopedic care, apply today at www.breg.com/careers.

Breg is an Equal Employment Opportunity Employer and dedicated to a diverse work force and Drug Free work environment. EOE/Minorities/Females/Vet/Disabled are encouraged to apply.

Applicants must be currently authorized to work in the United States on a full-time basis. The Company will not sponsor applicants for work visas for this position.

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