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Together with our customers, we're on a mission to make healthcare better.
The Role
Supervise a customer support team to meet KPIs across quality, order management, and customer experience. Manage scheduling, coaching, performance reviews, hiring/onboarding, training compliance, and process improvement. Partner cross-functionally to resolve issues and drive operational excellence and product support.
Summary Generated by Built In
Work Flexibility: Hybrid or Onsite
Travel Percentage: 10%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 Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
This is a hybrid role located in Portage, MI. This role requires a hybrid schedule in office Monday-Wednesday.
What you will do:
- Lead team performance across quality, customer experience, order management, employee engagement, and product lifecycle initiatives.
- Manage team operations, including scheduling, timekeeping, performance reviews, coaching, and policy compliance.
- Foster a culture of teamwork, accountability, development, and employee engagement.
- Support recruiting, hiring, onboarding, and retention of temporary and permanent employees.
- Ensure team members are trained and compliant with all standard work instructions and processes.
- Drive achievement of key performance metrics, including customer experience, service levels, productivity, response times, and budget goals.
- Maintain training, documentation, audit, and continuous improvement standards.
- Lead and participate in process improvement and organizational projects.
- Partner cross-functionally with Sales, Sales Operations, Marketing, Quality, and Regulatory teams to resolve issues and improve outcomes.
- Deliver best-in-class customer service, product support, and operational excellence.
What you will need:
Required
- Bachelor’s degree or High School Diploma plus 6 years of customer support experience required in lieu of Bachelors degree.
- 2 years of proven people leadership experience.
- 2+ years of work experience.
Preferred
- SAP, JDE, CPQ, Service Max and Sales Force experience preferred
$64,400 - $94,400 USD Annual
Travel Percentage: 10%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 Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
Skills Required
- Bachelor's degree or High School Diploma plus 6 years of customer support experience in lieu of Bachelor's
- 2 years of proven people leadership experience
- 2+ years of work experience
- Hybrid schedule: in-office Monday-Wednesday in Portage, MI
- Experience with SAP, JDE, CPQ, ServiceMax, Salesforce
Stryker Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Stryker and has not been reviewed or approved by Stryker.
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Healthcare Strength — Multiple medical plan options with HSA support and global mental‑health access indicate broad, accessible care. These features materially enhance the overall value of the total‑rewards package.
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Retirement Support — A meaningful 401(k) company match with potential additional company contribution, alongside an ESPP, supports long‑term savings and wealth building. Documented plan specifics help employees understand eligibility, timing, and vesting mechanics.
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Parental & Family Support — Paid parental and caregiver leave, adoption and surrogacy assistance, and practical supports like breast milk shipping reflect a comprehensive, family‑friendly approach. These offerings address varied family‑building paths and caregiving needs.
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The Company
What We Do
Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company 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 130 million patients annually. More information is available at www.stryker.com. Together with our customers, we are driven to make healthcare better.
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