Manager, Customer Care in Kalamazoo, MI at Stryker Corporation

Date Posted: 7/31/2018

Job Snapshot

Job Description

The Manager, Customer Care is accountable for developing and advancing the Vision of the Stryker customer experience through leading a mulititude of activities including M&A activity, advancing technology, and leading a cross-functional team.


  • Evolving, communicating, and driving engagement with Visioning of the Customer Experience Center Operating Model

  • Lead numerous activities related to mergers and acquisitions within the order to cash and service functions.

  • Development and evolution of the technology strategy enabling advancement of the business.

  • Manage a team of 4 or more professional business leaders in cross-functional operations of a fast paced environment

  • Plan, oversee and drive a culture of continuous improvement.  Accountable to the proper documentation of process maps, work instructions and procedures.

  • Keep current with industry trends and utilize knowledge gained to manage process improvements

  • Work with peers across the organization and industry to establish and execute best practices.

  • Accountable to managing department financial objectives through careful budgeting and analysis of results and corrective actions as necessary

  • Interview, hire, train, develop and engage top talent while ensuring a pipeline of talent is established for future roles

  • Analyze, develop and report on team KPIs while driving for improvement

  • Drive customer satisfaction and engagement through execution of the strategic plan

  • Ensure a quality plan is in place and executed across all functions of the team

Sedentary work:

  • Exerting up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, etc.  Generally involves sitting most of the time.
  • Must be able to review printed materials
  • Must be able to communicate telephonically.
  • Must be able to communicate with large groups of people.

Ability to use common office equipment (e.g. calculator, PC, Fax machine, etc.).

  • Must be able to generate and explain detailed proposals, guidelines, budgets and procedures.
  • Must be able to analyze and resolve extremely complex issues of a broad scope using independent judgment.
  • Must be able to routinely make decisions that have a company-wide effect.
  • Must be able to observe and correct minor inconsistencies (e.g. in the printed word, product appearance, etc.).
  • 6+ years of experience leading and managing professional level employees
  • Proven experience leading teams of 50+ team members
  • Experience with M&A business integration
  • Experience with SAP and Salesforce.com
  • Demonstrated experience leading technology enhancements/ projects
  • Demonstrated success in leading process improvement initiatives
  • Excellent managerial and leadership skills
  • Customer service oriented
  • Enjoy working in a constantly evolving environment and coping with uncertainty
  • Excellent communication skills – verbal and electronic
  • Creative problem-solving under pressure
  • Ability to lead through motivation
  • Industry certifications desiredB.B.A. or B.S. in business or related curriculum or equivalent industry experience required


Work From Home: No

Travel Percentage: Up to 25%

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.

Join our talent network

Joining our talent network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected to you.

Join Our Team