Stryker (501+ Employees, 18% 2 Yr Employee Growth Rate)

8% 1-Year Employee Growth Rate | 18% 2-Year Employee Growth Rate | LinkedIn | $0 Venture Funding

What Is Employee Growth Rate & Why Is It Important?

Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

Our benefits include bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; paid time off plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards – not to mention various social and recreational activities.

Stryker is looking for a Director, Support Strategy & Process Excellence to join our dynamic team for their Vocera Communications line of bu. The Director, Support Strategy & Enablement will play a key role in defining the future-state vision of the Global Technical Support function at Vocera. The role will be responsible for designing and delivering transformational initiatives to move closer to that future-state vision, deriving insights from Vocera’s customer, user, product, and sales data, and helping to ensure efficient and effective operations. You will report directly to VP, Technical Support.

Responsibilities

  • Help define future-state vision of the Customer Support organization, in collaboration with the business.
  • Lead global strategic initiatives and programs, including knowledge management, Case management best practices, recommendations on future-state support model leading to organizational planning, productivity enhancements and strategic planning.
  • Leverage and apply knowledge related to support to drive improvement efforts across global scaled operations and build TS Support process excellence competency within the organization.
  • Operationalize and democratize the customer voice across the organization. Activating customer listening posts, leveraging data/analytics, and developing journey maps to champion the customer experience and eliminate friction.
  • Build our digital capabilities to enable our customers to self-serve (online help centers & portals, content, community/socials, etc.).
  • Lead a high-performing team responsible for helping executives and Support leadership make data-driven decisions by leveraging timely reports and analyses to optimize KPIs such as success rate, average time to resolution and customer satisfaction / sentiment.
  • Demand excellence through example, coaching, developing and inspiring others; foster a positive and values-driven team culture.
  • Conduct industry research on best practices, liaison with TSIA, Gartner and provide perspective on the significance and implications of new technologies, process and cultural shifts that can impact business operations.

Competencies

  • Ability to see and understand the “big picture” and look at independent initiatives through a holistic lens.
  • Demonstrate strong analytical and business acumen, identifying Vocera customer’s core business needs, mapping, and optimizing internal workflows and developing effective strategic solutions.
  • Ability to grasp complex technical, marketing, and business issues and quickly propose and deliver pragmatic solutions
  • Demonstrated experience developing Global Technical Support strategy and tactics
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
  • A strong track record of success is a must.
  • Strong project management skills, analytical, troubleshooting and ability to resolve problems
  • Efficient, organized, nimble and able to manage information and competing priorities while maintaining phenomenal customer service
  • Excellent interpersonal skills, with ability to communicate professionally with customers, partners and internal teams, good relationship management skills
  • Advanced written and verbal communication skills

Requirements

  • BA or BS, in Business, MIS or technical field or equivalent
  • 15+ years of experience leading Global support and services strategy and operations in the technology industry, or consulting.
  • 15+ years of experience working and managing Global technical support, business operations or sales engineering teams, including at least 8 years of direct people management experience
  • 5+ years of strategy and operations experience leading cross-functional initiatives
  • Strong leadership and people management skills with the ability to manage, influence and collaborate with global teams
  • Exceptional leadership with strong verbal and written communication skills are a must for this role
  • Results-oriented go-getter with a commitment to win
  • Success working with customers at multiple levels of the organization, from nurses and systems administrators to CIOs and other business sponsors
  • 25 – 30% travel both in North America and other international locations. The job will also require working outside of standard business hours as needed

Know someone at Stryker?

Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program at https://careers.stryker.com/referrals/

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

Tagged as: 501+ Employees, Hide US-Only Jobs, Venture Funded

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