Manager, Sports Medicine Technical Support

Overview

Position Title:

Manager, Sports Medicine Technical Support

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 Life Net 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.

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, Sports Medicine Technical Support 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 Life Net 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, identify errors and create solutions that increase accuracy, efficiency, service, productivity, and customer experience for clients.

WHAT YOU'LL BRING

Minimum Requirements:

• Bachelors degree
• Valid State Drivers 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…