Manager US Customer Care (M/W)

About

Wandercraft provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

At Wandercraft we pioneer intelligent robotics to help people do what they can’t do.

We apply the most advanced robotics and AI to expand what’s possible for humans in the fields of healthcare and now industry.

Founded in 2012, Wandercraft is globally recognized for creating the world’s first self-balancing walking exoskeleton, Atalante X, which is used in more than 100 rehabilitation centers across four continents helping individuals with disabilities re-learn how to walk, with over a million steps taken each month.

Building on over a decade of real-world experience and a proprietary neural network trained on billions of steps, we’re bringing mobility beyond clinical settings and into the home. Our personal exoskeleton, Eve, is a first-of-its-kind device designed to assist wheelchair users in standing and walking in everyday life.

Now we’re expanding our platform to support industrial and assistive tasks with the Calvin family of humanoid robots. Built in just 40 days, Calvin-40 is designed to relieve factory workers from hazardous labor.

Future versions of Calvin will assist persons with reduced autonomy in their daily activities.

Our growth into home and industrial robotics opens new horizons while reinforcing our ability to scale innovation, improve reliability, and accelerate our impact, across our entire portfolio of products and industries.

From Paris and New York, our team of over 110 engineers, clinicians, researchers, and operators is united by one mission: to design robotics that improve human life, wherever people need them most!

We’re not just hiring people: we’re building a team of pioneers, curious minds and problem solvers who want to change the world, step by step.

Join us to shape the next generation of medical and humanoid robotics powered by AI and purpose!

Job Description

We are looking for a dynamic and experienced clinical leader to build and lead our US Customer Care team. This is a pivotal role at a pivotal moment: you will be at the center of the Eve launch in 2026, responsible for recruiting, developing, and deploying the clinical team that will bring our personal exoskeleton to patients across the United States. 

We are looking for talents who are enthusiastic, passionate, and creative but above all like-minded: abiding by the highest standards, honest, and committed to everything they do. Expect to be challenged — we are creating things that nobody has ever done before. Expect to work hard and fast: we are testing and learning as we go. Expect to aim for perfection: after all, we are breaking ground with high-technology exoskeletons. 

Are you ready to push the limits — and bring a team with you? 

Reporting to the US VP of Business Development, the Manager US Customer Care will lead a growing team of Clinical Specialists deployed across Wandercraft Hubs and US territories. They will be in charge of (non-exhaustive list): 

  • Building and scaling the US Customer Care team in preparation for the Eve personal exoskeleton launch in 2026, including recruiting Clinical Specialists for Wandercraft Hubs and regional US territories. 

  • Leading all clinical operations for both healthcare products across Wandercraft Hubs in the US, including the Walk in New York clinic, and overseeing clinical standards, training protocols, and patient care quality across all sites. 

  • Partnering with the Sales, Marketing, and R&D teams to ensure a seamless and clinically excellent Eve launch experience for both practitioners and patients. 

  • Serving as the primary clinical expert for the Eve personal exoskeleton in the US, driving clinical education, product feedback loops, and evidence generation for the new device.  

  • Responsible of making strategic clinical decisions impacting the organization to ensure compliance with regulation as well as safety for patients and teams. 

  • Organizing strategically customer and partner clinical support across all US territories, ensuring best-in-class standards from hospital partners to patient support groups. 

RESPONSIBILITIES 

Team Building & Recruitment for Scaling 

  • Define the clinical staffing strategy for the Eve launch, identifying regional territory needs across the US and align with VP Business Development according to company strategy 

  • Lead end-to-end recruitment of Clinical Specialists for Wandercraft Hubs (New York and future Hub cities) and distributed US territory coverage. 

  • Develop onboarding and certification programs for new Clinical Specialists to ensure readiness for Eve launch timelines. 

  • Partner with HR and leadership to build competitive compensation and career frameworks for the clinical team. 

  • Foster a high-performing, collaborative team culture aligned with Wandercraft's mission and the scale of the Eve launch. 

Clinical Leadership  

  • Act as the primary US clinical lead for the Eve personal exoskeleton, contributing to launch readiness planning, field deployment, and initial commercial rollout. 

  • Develop and standardize Atalante clinical protocols, training curricula, and best-practice frameworks for the Clinical Specialist team to boost Atalante utilization in US centers. 

  • Lead clinical discussions with key opinion leader (KOL) engagements with Access 

  • Coordinate with Paris HQ and European Clinical Specialists to align on global clinical standards and capture cross-market learnings. 

  • Oversee clinical trial monitoring and evidence development activities related to both Atalante and Eve in the US market. 

Team Management & Operations 

  • Manage, coach, and evaluate a growing team of Clinical Specialists deployed across Wandercraft Hubs and US territories. 

  • Define performance objectives, conduct regular reviews, and create individual development plans for each team member. 

  • Oversee deployment logistics, territory assignments, and travel planning for the clinical team to ensure optimal coverage. 

  • Establish clinical KPIs and reporting processes to track team performance, device utilization, and patient outcomes. 

  • Serve as escalation point for complex clinical cases, customer issues, and cross-functional clinical requests. 

Customer Support & Clinical Excellence 

  • Ensure the Clinical Specialist team delivers best-in-class training, support, and follow-up to Wandercraft customers and partners across the US. 

  • Oversee the quality of therapeutic sessions, clinical training programs, and patient care at Wandercraft Hubs and partner facilities. 

  • Build and nurture strategic relationships with key hospital networks, rehabilitation institutions, and patient support groups at a national level. 

  • Manage clinical requests related to device use in conjunction with Quality, Regulatory, and Clinical Affairs teams. 

  • Develop and continuously improve training materials, tutorials, and educational content for both Atalante and Eve. 

Sales & Marketing Partnership 

  • Collaborate closely with the US Sales team to support clinical demonstrations at hospitals, congresses, and Wandercraft Hubs. 

  • Contribute clinical strategy and expertise to the Eve go-to-market plan, supporting territory prioritization and clinical positioning. 

  • Represent Wandercraft at national and regional professional conferences, KOL events, and patient advocacy gatherings. 

  • Provide structured clinical feedback from the field to R&D and Marketing to inform product development and communications. 

  • Assist the marketing team in generating clinical content, case studies, and educational materials for the Eve launch.

Preferred Experience

Profile: You are a clinical leader who thrives at the intersection of patient care, team building, mentorship and innovation. Both strategic and hands-on, you are able to zoom out to define a team structure for a national product launch while still rolling up your sleeves to support a complex clinical demonstration. You bring strong management skills, a collaborative spirit, and the ability to recruit and develop top clinical talent in a fast-moving environment. You are resourceful, organized, and an outstanding communicator — internally and externally.

Diploma: Board Certified Neurologic Physical Therapist (or equivalent clinical leadership background in neurological rehabilitation)

Required experience: Minimum 5 years of clinical practice including at least 2 years in a clinical leadership or team management role. Must have experience performing dissemination at the state and/or national level. Prior participation in a federally funded research trial preferred.

Experience: Proven track record in hiring and/or developing clinical teams, ideally in a medtech or medical device environment

Technical: Solid knowledge of neurologic rehabilitation and robotic-assisted gait training (knowledge of current evidence-based practice and clinical practice guidelines); 5+ experience with exoskeletons is required

Other: Driver’s license required; willingness to travel nationally on a regular basis

Skills Assessment:

  • People management & team leadership - Expert Level

  • Recruitment and talent development in clinical or medtech settings - Expert Level

  • Patient knowledge and patient care - Expert Level

  • Understanding of hospital and rehab facility functioning - Expert Level

  • Knowledge and experience with robotic-assisted gait training - Trainer Level

  • Developing clinical protocols and training curricula - Trainer Level

  • Creating educational materials and technical content - Trainer Level

  • Aptitude for technology and medical devices - Expert Level

  • Strategic communication and stakeholder engagement - Expert Level

  • Cross-functional collaboration (Sales, Marketing, R&D) - Autonomous Level

Type of contract: At Will

Compensation: Starting from $110,000 (commensurate with experience)

Benefits:

  • Medical, Vision & Dental plan premium covered up to 80% by the company

  • 401(k)

  • 4 weeks PTO

Starting Date: ASAP — to ensure readiness for the 2026 Eve launch

Location: NYC (Wandercraft US Headquarters) or one of US Hubs, with regular travel across US Hubs and territories

Additional Information

  • Contract Type: Full-Time
  • Location: New York City
  • Occasional remote authorized
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