Related content
Why join Stryker?
Job description
In this role, you’ll oversee a Customer Care team responsible for order management, customer quotes, service issue resolution, and operational support. You'll combine people leadership, operational oversight, and process improvement to help deliver exceptional customer outcomes while partnering across the business to drive continuous improvement.
What You Will Do
- Lead the daily operations of a Customer Care team supporting customer quotes, order management, returns, and service-related transactions.
- Monitor customer service, operational, and productivity metrics to identify trends, address risks, and drive performance improvements.
- Manage customer and system-related escalations, ensuring timely resolution of order, billing, and service issues.
- Forecast staffing needs, align team schedules with business demand, and adjust workload distribution to maintain service levels.
- Coach and develop team members through onboarding, training, performance discussions, feedback, and career development planning.
- Partner with cross-functional teams including Sales, Finance, Operations, Service, Supply Chain, and Manufacturing to resolve customer-impacting issues and improve business processes.
- Drive continuous improvement initiatives that enhance efficiency, strengthen customer satisfaction, and improve the employee experience.
- Translate business changes, system updates, and process enhancements into actionable team procedures while identifying and escalating operational risks.
What You Will Need
Required Qualifications
- Bachelor’s degree or 6 years of relevant experience in lieu of bachelor's degree.
- Minimum 4 years of customer service or related experience.
- Demonstrated ability to supervise, coach, engage and develop team members.
Preferred Qualifications
- Experience supervising, coaching, or developing employees in a customer-facing or operational environment.
- Experience with Salesforce. SAP, Genesys or similar.
United States of America Pay Ranges:
- USN: $77,700 - $129,500 USD Annual
- US5: $81,600 - $136,000 USD Annual
- US10: $85,500 - $142,500 USD Annual
- US15: $89,400 - $148,900 USD Annual
- US20: $93,200 - $155,400 USD Annual
- US30: $101,000 - $168,400 USD Annual
View the U.S. work location and transparency guide to find the pay range for your location.
Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Click here to learn more about: US Stryker employee benefits Stryker offers innovative products and services in MedSurg, Neurotechnology and Orthopaedics that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.
Apply Now