{"id":1583128,"url":"https://alion.io/job/halma-customer-care-manager","title":"Customer Care Manager","company":{"id":51550,"name":"Halma","domain":"halma.com","url":"https://alion.io/company/halma","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":38,"ghost_share":0,"stale_share":0.605,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Houston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":75000,"max_usd":163000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":639},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-15T00:00:00Z","employer_posted_date":"2026-07-15","last_verified_at":"2026-10-14T21:55:38Z","board_verified":true,"closed_at":null,"days_open":91,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":91},"description":"Help grow a safer, cleaner, healthier future for everyone, every day.\nCompany Description:\nTeDan Surgical Innovations (TSI) designs and manufactures specialty surgical products for use in orthopedic, neuro, thoracic and spine surgeries.\nTSI was founded in 2006 with the goal to innovate and address evolving retraction techniques in spine surgery. We have successfully addressed the need for minimally invasive, posterior, lateral and anterior surgical approaches to the spine, and have introduced access instrumentation for neurological, orthopedic and cardiothoracic procedures. We commit to providing innovative, high-quality surgical access systems designed to optimize exposure and improve the surgeon experience.\nJob Summary:\nThe Customer Care Manager (CCM) will lead TSI’s customer service and sales support functions, owning the end-to-end customer lifecycle from quoting through order fulfillment and post-sale support. This role functions as the primary bridge between customers, sales, and operations, with direct impact on customer satisfaction, order accuracy, and revenue execution. This role is responsible for delivering a best-in-class customer experience while ensuring operational excellence, regulatory compliance, and strong alignment with sales, supply chain, and commercial strategy.\nDuties/Essential Job Functions:\nCustomer Experience & Lifecycle Ownership\nOwn the full customer experience across pre-sale, order execution, and post-sale support\n\nEnsure timely resolution of inquiries, complaints, and product-related issues\n\nDeliver consistent, proactive communication across all customer segments\n\nEstablish structured feedback loops to inform product, operations, and commercial teams\n\nSupervise the daily operations of the customer service department\n\nSet customer satisfaction goals and work with the team to meet them on a consistent basis\n\nAssist in resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution\n\nIdentify and assess customers’ needs to achieve satisfaction\n\nTeam Leadership & Capability Development\nLead, coach, and develop customer service and sales support teams\n\nBuild deep product and process knowledge across the team\n\nEstablish a high-performance, customer-first culture focused on accountability and responsiveness\n\nOperational Excellence & Process Management\nOptimize quoting, order management, and fulfillment workflows\n\nEnsure accuracy and completeness of all customer records in ERP/CRM systems\n\nDrive implementation of scalable tools, automation, and process improvements\n\nRegulatory, Quality & Compliance\nEnsure adherence to all applicable quality system and documentation requirements\n\nSupport proper intake, documentation, and routing of customer complaints and product feedback\n\nMaintain high standards of data integrity, audit readiness, and process compliance\n\nCommercial Support & Field Enablement\nPartner with sales leadership to support distributors, direct customers, and field teams\n\nImprove order conversion, response quality, and customer responsiveness\n\nSupport onboarding and enablement of distribution partners and new sales representatives\n\nIdentify opportunities to increase customer value through service and product engagement\n\nCross-Functional Collaboration\nCoordinate closely with sales, marketing, operations, and supply chain teams\n\nEnsure seamless handoffs and alignment on customer commitments\n\nProvide insights on customer needs, market trends, and service performance\n\nExperience/Skills:\n5+ years of customer service or inside sales leadership experience\n\nExperience in a B2B, medical device or manufacturing environment\n\nStrong understanding of order management and customer workflows\n\nExperience with ERP/CRM systems\n\nProven ability to lead teams and improve performance\n\nExperience in medical device or regulated industries\n\nTechnical product experience or ability to learn complex product lines\n\nStrong cross-functional collaboration experience\n\nProven leadership of customer service or inside sales teams in a B2B environment\n\nExperience managing end-to-end customer operations (order-to-cash lifecycle)\n\nBackground in complex or technical product environments (medical device or similar preferred)\n\nStrong ERP/CRM experience with demonstrated process improvement capability\n\nTrack record of cross-functional collaboration with sales and operations teams\n\nComputer literate in various software applications\n\nAbility to multi-task, prioritize and manage time effectively\n\nCommunication:\n\nAbility to internally and externally discuss and clearly define issues and independently develop course of action/plans\n\nExcellent communication and presentation skills\n\nProven customer support experience\n\nStrong phone contact handling skills and active listening\n\nInterpersonal: Ability to cooperate and support team members and ability to coordinate interdepartmental activities and to resolve individual conflicts and issues\n\nTeamwork: Pursue trust for each team member. Seek and deliver honest feedback to all team members. Committed and accountable to achieving team goals.\n\nEducation & Experience:\nBachelor’s degree preferred; not required with relevant experience\n\nStrong preference for candidates with experience in B2B, manufacturing, or regulated environments\n\nDemonstrated track record of leading customer service or customer operations teams and improving performance required\n\nPhysical Requirements:\nBusiness casual attire\n\nOccasionally requires attending corporate functions\n\nOccasionally may require travel (5-10%)\n\nIn-office position\n\nReports to Chief Commercial Officer\nNot the right fit?Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!","description_format":"text","description_chars":6001,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Telecommunications","Optical Communications","Laboratory Equipment"],"lifecycle":[{"event":"open","at":"2026-10-01T13:41:34Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":1,"p_active":0.596,"p_room":0.36,"age_days":91,"expected_fill_days":54,"reasons":["conf:3","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/halma-customer-care-manager","json_url":"https://alion.io/job/halma-customer-care-manager.json","meta":{"generated_at":"2026-10-14T23:40:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":74,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51550},"rest":"https://alion.io/mcp/rest/get_company?id=51550"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhalma-customer-care-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhalma-customer-care-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhalma-customer-care-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/halma-customer-care-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhalma-customer-care-manager"}]}