Manager, Customer Experience Lab - Instruments

Program Design

• Leads the 1941 Stryker Way Customer Experience Program, including event management, process creation and updates, communications, stakeholder management, and most administrative duties (project management, catering, supplies, print materials).
• Maintains program and facility data to report out on utilization, highlights, business impact, and future opportunities.

Project & Facility Management

• Maintains the scope of the Customer Experience Center as well as the day-to-day operations.
• Supports internal customers on the creation and daily onsite execution of labs by managing agenda creation, product needs, and event details.
• Coordinates and purchases necessary equipment and lab supplies, while partnering with business stakeholders for upcoming product launches and placement in the lab.
• Manages annual budget exceeding 425K
• Owns facility procedure documents, waivers, NDAs, certifications, maintenance schedules, and proactive testing.
• Remains up to date on necessary employee compliance and safety trainings, and facilitates the sharing of information to onsite participants.
• Continues to look at existing facility and team capabilities to support future needs of the program.
• Builds and maintains relationships with onsite vendors to support the facility and IT maintenance of the space.

Technical/Procedure Insight

• Demonstrates technical proficiency across the Stryker portfolio to support HCP customer visits, R&D validation labs, and medical education programs.
• Shows understanding of markets and competitors to facilitate the program agenda and needs.
• Remains connected to the network of Stryker facilitates the promotion of best practice sharing as well as future development.

Customer Engagement  

• Partners with the internal customers to host HCPs and meet or exceed established event goals.
• Recommends and implements improvements for future customer-facing engagements.

• Bachelor’s degree in marketing, business, or a related field.
• 6+ years of work experience
• Demonstrated proficiency in Microsoft Office (Excel, Word & PowerPoint)
• Must be able to set direction and priorities, as well as consistently add value for divisional resources and customers.

Preferred:

• 3+ years of medical device or Medical Education experience
• Experience leading a team, supervisory experience
• Clinical or Operating Room experience
• Demonstrated ability to think both strategically and tactically.
• Excellent presentation and interpersonal communication skills
• Strong analytical and problem-solving skills
• Ability to manage multiple projects while delivering on established timelines