Work Flexibility: Hybrid

Why join Stryker?

Looking for a place that values your unique talents? Discover Stryker's award-winning culture.

We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.

About the role

We are seeking a people focused Associate Manager to lead our Customer Service team within the Medical division. In this role, you will provide leadership, management, and development of the customer service function, ensuring service excellence for internal and external customers. You will drive process improvements, implement process improvement and efficiency initiatives, and foster a culture of compliance and quality. This position requires a hands-on approach to support standard customer service tasks while focusing on productivity and efficiency enhancements.

What you’ll do:

Lead and develop the Customer Service team

Build and drive a high performance culture within a team of Customer Service RepresentativesSet and review PDPs and KPIsIdentify training needs and drive deliverySupport succession planning and talent development

Drive operational excellence

Implement productivity and efficiency improvementsOversee data integrity and reporting

Ensure quality and compliance

Maintain adherence to company policies and quality standardsFoster a culture of continuous improvement

Collaborate cross-functionally

Work with other divisions to re-engineer processesProvide hands-on support for standard customer service tasks when required and act as an escalation point for more complex customer complaints, queries and support

Required qualifications

Proven experience leading/managing customer service and call center functionsAbility to work in a high-technology environment with strong attention to detailStrong leadership and influencing skills to drive business objectivesExperience implementing process improvement toolsERP systems experience, particularly in customer order management, distribution, and warehousingKnowledge of quality management techniques in an ISO environmentDemonstrated success managing a team and delivering business results

Preferred qualifications

Degree in management or a relevant business-related fieldMedical terminology or similar technical background (advantageous but not essential)Familiarity with hospital procedures and systemsExperience using process improvement tools e.g. Lean, 5S, Six Sigma, etc.

Other requirements:

Occasional travel to Business Service and Customer Service conferences annually

Travel Percentage: 10%