Director, Customer Service

Stryker • Portage, MI • 1d ago

Oversees the activities of operational/business process support to internal and external customers for company products and services. Ensures quality service and operational performance within the parameters of program and delivery standards. Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements. Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements. Duties may also include contract negotiations, customer account relationship management and financial results (call center profit and loss responsibility). Selects, develops and evaluates personnel to ensure the efficient operation of the function.

This is a leadership position that significantly impacts the strategy of a function within a business unit. The job requires a broad and comprehensive understanding of the different systems, theories and practices relevant to discipline. The job has full management responsibility including the management of numerous teams of managers/professionals, planning for the teams' future needs and operations. There will be financial accountability for independent budgets. Develops strategies for and leads the Customer Service organization supporting the Instruments division in the US. Understands the divisional and business unit dynamics, customer service industry standards and trends, our customer segments and their needs to develop a future state vision and roadmap. Leads the organization responsible for delivering a world class experience for our customers and value for the business.

Engages in vision, strategy and culture definition as a key member of the Customer Excellence leadership team.

Develops and implements the near and long-term strategic plans for the Customer Service organization while collaborating with customers, sales representatives, internal stakeholders, corporate entities, and cross-divisional partners.

Responsible for developing a culture of compliance, quality, accountability, continuous improvement, engagement, and inclusion.

Hires, develops and engages a team of leaders responsible for execution of the strategic objectives and the talent offense, building culture and delivering an exceptional customer experience.

Creates and evolves staffing models, resource plans, and infrastructure investment priorities with the ability to properly demonstrate short- and long-term return on investment through core performance metrics.

Partners with IT (including Accelerate and Process Governance) to create technology roadmaps for enhancements as well as system transformations and deployments.

Collaborates with Business Units and Customer Solutions to identify and solution Customer Service requirements tied to product portfolios, sales tactics, and customer segments to ensure a positive experience.

Responsible for the creation of budgets and projections and accountable for performance relative to commitments.

Evaluates opportunities to eliminate waste in our business processes and identify opportunities to streamline, harmonize and focus to deliver operating margin and reinvest resources on strategic priorities.

Collaborates across divisions and regions to share strategic priorities and best practices while engaging in harmonization initiatives focused on delivering value for customers and efficiencies for Stryker.

Provides organizational and business updates to direct organization, senior leadership, internal stakeholders and external stakeholders, including customers, as required.

Minimum qualifications:

Education requirements:

BBA or BS degree

MBA preferred

Qualifications & Experience:

10+ years relevant experience required

Advanced leadership and managerial experience in large support organization preferred

Exercise discretion and independence when applying professional expertise.

Must be able to manage time, projects, stress and conflict.

Must possess strong interpersonal skills including written and oral communication.

Must be able to bring tasks through to completion with minimal supervision.

Must have the ability to prioritize work and keep detailed and confidential records.

Must be able to communicate / present to large groups of people.

Physical Requirements:

Sedentary work: may exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently to move objects. Generally involved sitting most of the time.

Coordination of eye, hand and foot movement with an ability to grasp by hand and meet cognitive demands to include visual and auditory discrimination / memory, reading ability and memory retention ability.

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. Stryker offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine 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.

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

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