Manager, Commercial Operations in Portage, MI at Stryker Corporation

Date Posted: 12/2/2019

Job Snapshot

Job Description

What You Will Do

  • Set overall departmental goals and priorities for the combined Commercial Operations and Customer Care organization
  • Build a passionate, high performing team, and continually develop, inspire, and work alongside them to deliver the highest quality experience for both our internal and external customers.
  • Lead team of 1 Commercial Operations Lead, 3 Commercial Operations Specialists and 2 Customer Care Specialists to deliver exceptional service to field sales and external Stryker NV customers within established service level response times
  • Conduct people-leadership responsibilities such as selection of new employees, performance evaluations, career development, and performance management. 
  • Ensure consistent and accurate use of’s customer service cloud to effectively track workload and assess organizational capacity
  • Design, develop and execute a comprehensive change management plan that includes communication and training to support a seamless transition to a combined Commercial Operations and Customer Care organization
  • Identify needed internal management reports to guide the business to better understand support trends and needed areas of improvement
  • Evaluate customer service performance results and ensures corrective action takes place in order to achieve organizational goals.
  • Develop and/or ensure implementation of divisional Customer Service and Commercial Operations programs.
  • Establish a formal cross-training program to ensure both Customer Service and Commercial Operations Specialists are proficient in the core responsibilities of each other’s role
  • Other duties as assigned

What You Need

  • Bachelor's Degree
  • Minimum 8+ years of experience in sales operations or similar, marketing support and/or field sales support
  • Excellent verbal and written communication skills
  • Strong analytical and problem solving skills
  • Experience managing cross functional teams or work groups
  • Ability to manage multiple projects while delivering on established timelines
  • Demonstrated proficiency in Microsoft Office (Excel, Word & PowerPoint)

Preferred Qualifications

  • MBA
  • People management experience
  • Demonstrated knowledge of sales culture
  • Experience with business intelligence software and ERPs
  • Project management experience
  • Medical device experience

Work From Home: Occasional

Travel Percentage: 20%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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