Audiologist/Operations Manager

Position Overview:

The Audiologist/Operations Manager is a key executive role at SyncLync, responsible for leading the Customer Care Specialist and Quality Technician teams, as well as optimizing operations that directly impact product quality and customer satisfaction. This role combines clinical expertise in audiology with operational acumen to enhance service quality, drive process improvements, and ensure a seamless, top-tier customer experience. The Audiologist/Operations Manager collaborates closely with the President and other senior leaders to support SyncLyncs strategic goals, customer outreach, and product quality initiatives.

Responsibilities:

Operational Leadership

Oversee daily operations of the Customer Care and Quality teams, ensuring adherence to SyncLyncs standards for excellence

Drive process improvements to enhance customer service, streamline workflows, and improve service delivery

Ensure timely and effective resolution of customer service inquiries and technical issues related to product quality

Develop and implement departmental policies and procedures to support SyncLyncs growth and operational objectives

Quality Control and Compliance

Establish and monitor quality control standards for hearing aid products and services, ensuring compliance with regulatory requirements

Collaborate with Quality Technicians to identify, track, and resolve product quality issues

Serve as the primary point of contact for compliance audits and regulatory inspections related to product quality and audiology services

Customer Engagement and Service Excellence

Act as the "Voice of the Customer," advocating for high-quality service and product reliability

Oversee customer outreach initiatives to ensure satisfaction, retention, and continuous improvement

Collaborate with the Customer Care team to implement solutions for complex issues and drive customer-centric improvements

Team Management and Development

Lead, mentor, and evaluate the Customer Care Specialists and Quality Technicians, fostering a positive, collaborative, and high-performance team environment

Conduct performance evaluations and provide constructive feedback and coaching

Ensure team alignment with company goals and monitor KPIs related to customer satisfaction, quality, and efficiency

Product and Service Development Support

Collaborate with Sales, Marketing, and Product Development to ensure product launches are aligned with customer care and quality standards

Provide expert feedback on new product features and enhancements to optimize functionality and usability for end-users

Assist with product demonstrations and training initiatives for customer-facing teams and partners

Strategic Planning and Reporting

Prepare and present monthly operational reports to the President, including KPIs, wins, and areas for improvement

Support the development of strategic initiatives to enhance product quality, customer satisfaction, and overall departmental efficiency

Marginal Job Functions

Engage in other projects and responsibilities as assigned

Education:

Doctorate in Audiology (Au.D.) or Masters degree in Audiology required

Additional coursework in business or management preferred

Experience:

5+ years of experience in audiology, with a focus on customer care or operations management in a clinical or health technology environment

Proven experience managing teams and overseeing quality control processes

Familiarity with hearing aid products, audiometric equipment, and/or hearing care procedures

Other Requirements:

Strong analytical skills with a keen understanding of audiology and operations

Proficiency in project management and quality assurance processes

Advanced knowledge of Microsoft Office and relevant CRM and ERP systems

Strong verbal and written communication skills, with the ability to present complex information to diverse audiences

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

Health & Dental Insurance

Company paid Life Insurance

401(k)

Paid Time Off benefits

Product discounts

Wellness programs