Job Type
Full Time
Job Details
We are excited to be named one of the World’s Best Workplaces by Fortune Magazine! We are proud to offer you 12 paid holidays annually. For an overview of our benefits and time off, please follow this link to learn more:US Stryker employee benefits.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.
What You Will Do Technical / Managerial Responsibilities:
- Operational Management & Escalation Handling: Lead a technical team focused on efficiently resolving customer-reported issues, finding root causes, and delivering hot fixes to ensure seamless app performance. Act as the primary point of contact for escalations, providing leadership in high-stakes situations to maintain customer satisfaction.
- Customer Engagement & Communication: Foster strong relationships with customers, ensuring their concerns are swiftly addressed and that communication is clear and timely. Keep stakeholders informed of progress and resolutions to build trust and maintain transparency.
- Root Cause Analysis & Sustainable Solutions: Oversee thorough investigations of issues, implementing effective and sustainable solutions that prevent recurrence. Ensure the team is equipped to conduct comprehensive analyses for long-term impact.
- Process Optimization: Continuously identify inefficiencies in workflows and implement process improvements to boost team productivity and accelerate issue resolution. Drive a culture of innovation and efficiency within the team.
- Customer-Centric Strategy: Develop and execute strategies that prioritize customer needs, using feedback to inform development plans and drive continuous operational improvements. Ensure customer insights are integrated into the organization’s strategy.
- Performance Monitoring: Track key metrics such as resolution times and customer satisfaction, using data-driven insights to guide performance enhancements. Implement strategies based on these insights to achieve continuous improvement.
Business Responsibilities:
- Financial Management & Cost Efficiency: Manage project-level budgets and contribute to the broader R&D financial planning. Track expenditures and ensure the team operates within budget, emphasizing cost-effective practices.
- Team Development & Strategic Planning: Attract, mentor, and retain top talent, fostering a culture of continuous learning and technical excellence. Develop strategic operational plans to reduce downtime, enhance app performance, and maintain high levels of customer satisfaction. Collaborate with internal and external Key Opinion Leaders (KOLs) to align strategies with clinical and business needs.
What You Need Minimum Requirements:
Education Requirements:
- Minimum - Bachelor’s Degree in Engineering, Computer Science, or a related field.
- Preferred - Master’s Degree or MBA. 8+ years in software engineering or customer operations, with a minimum of 2 years in a leadership role.
- Operational Leadership: Ability to lead teams focused on operational outcomes, including issue resolution and maintaining customer satisfaction.
- Effective Communication: Skill in articulating technical concepts and business strategies clearly to both technical and non-technical stakeholders.
- Operational Excellence & Performance Management: Strong understanding of using metrics and operational reporting to drive process improvements and efficiency.
- Technical Proficiency in Mobile Apps: Familiarity with mobile app development on iOS and Android platforms, understanding of CI/CD pipelines, and experience with app distribution processes.
Preferred Requirements:
- Change Management & Process Improvement: Experience with methodologies like Six Sigma or Lean for driving efficiency and managing change effectively.
- Customer Escalation Management: Proven experience in managing complex customer interactions and efficiently resolving escalations to maintain high levels of satisfaction.
- Experience in Regulated Industries: Background in healthcare or similar fields, understanding compliance and security considerations in software development.
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