Jobs at Nevro

The Manager, Patient Success is responsible for leading the Patient Success Team (HFX Coaches) and the daily processes of the entire department. The Manager works strategically to ensure the company's Patient Support is first class and can scale with the needs of the business. This role also drives business through exceptional follow up of DTC leads and processes, and works closely with fellow department managers, Nevro leadership, and field personnel to identify process improvements and training opportunities.

The ideal candidate has leadership qualities to hire and lead a dynamic group of coaches, is a team player able to function well in a challenging and fast-paced environment, and is enthusiastic, positive, even tempered, with strong dependability, interpersonal skills, flexibility and professionalism.

• Leading a direct reporting team of all Patient Success Leadership (supervisors and senior supervisors)
• Recruiting, hiring, and training of employees to fill positions as they arise to create a strong group
• Overseeing all Patient Success leadership, training, and development
• Implementing and monitoring all team goals and metrics that drive performance with the organization
• Managing the quality of HFX Coach work, monitoring compliance and process improvement
• Implementing workflows and processes to create HFX Coach efficiencies and increase effectiveness
• Being proficient in all HFX Coach processes
• Creating tools to manage capacity of individual HFX Coaches
• Identifying concerns and offering solutions to the HFX Coach Team and field teams
• Maintaining training records on all members of the HFX Coach Team
• Serving as a clinical and product expert within the department
• Detecting and identifying trends across leads, patients, and territories
• Recognizing growth opportunities and collaborating on team member development plans
• Maintaining professional and technical knowledge by solutioning commonly asked questions; attending educational workshops; establishing cross functional personal networks
• Accomplishing organization goals by accepting ownership for new and different requests; exploring opportunities to add value to job accomplishments
• Adhering to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies; ensuring compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to the role
• Representing the company in a professional manner and upholding the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties

• Demonstrated experience in developing teams and implementing process improvements
• At least 5 years' experience in people management preferred
• At least 5 years' experience in SCS preferred
• Ability to work in a fast paced and changing environment to accomplish goals while multitasking
• Sound judgment and decision making, problem solving, flexibility, and clear communication skills
• Excellent follow through and organizational skills
• Ability to manage projects and people with a customer centric approach
• Bachelors degree
• Ability to work under minimum supervision with a high degree of organizational, technical, and business competence
• Proven ability to resolve complex issues, solve problems, and resolve customer-related issues
• Working knowledge of Windows, Microsoft Office, E-mail, and Microsoft Project
• Excellent oral and written communication skills
• Ability to travel as needed

Physical Demands:

• Required to sit; climb or balance; and stoop, kneel, crouch or crawl
• Required to regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds
• Required to possess specific vision abilities, including: close vision, distance vision, color vision, peripheral vision, depth perception and capacity to adjust focus