Senior Manager, Customer Experience (Remote)

$112,800 - $239,900/Yr

Stryker - Portage, MI

Full-time - Senior

Remote - Portage, MI

Merchant Wholesalers, Durable Goods

About the position

The Senior Manager, Customer Experience at Stryker is responsible for leading a team focused on enhancing customer education programs and improving patient outcomes. This role involves managing people, analyzing market dynamics, and collaborating with key opinion leaders to develop educational materials. The position requires strategic planning, budget management, and fostering cross-functional collaboration to drive performance and productivity within the medical education sector.

Responsibilities

• Manage a team with product and procedural expertise related to HCP education programs.
• Analyze and anticipate changing market dynamics and customer needs.
• Lead collaboration with key opinion leaders to design educational materials and services.
• Identify competitive and market trends to support training platform development.
• Foster collaboration with Medical Education, product marketing, and sales training teams.
• Set direction for the medical education program offering and drive improvements in program delivery.
• Establish metrics, analyze results, and define areas for improvement and action plans.
• Build strategy and execution plans for medical education initiatives.
• Communicate long-term strategy to key stakeholders for organizational alignment.
• Manage budget and prioritize new investments based on past evaluations.
• Maintain and develop KOL network and collaborate with scientific societies to promote Stryker Medical Education.
• Contribute to the development of mid to long-term vision for medical education programs.
• Propose innovative alternatives and incorporate customer input to enhance product adoption and patient outcomes.
• Establish MedEd communication strategies within the global Stryker plan.

Requirements

• Bachelor's degree required.
• 10+ years of work experience required.
• 7+ years medical device or Medical Education experience preferred.
• 4+ years of people management experience preferred.
• Excellent presentation and interpersonal communication skills.
• Strong analytical and problem-solving skills.
• Ability to manage multiple projects while delivering on established timelines.
• Ability to be persuasive in the absence of organizational authority.
• Demonstrated proficiency in Microsoft Office (Excel, Word & PowerPoint).

Nice-to-haves

• MBA preferred.

Benefits

• Medical and prescription drug insurance
• Dental insurance
• Vision insurance
• Critical illness insurance
• Accident insurance
• Hospital indemnity insurance
• Personalized healthcare support
• Wellbeing program
• Tobacco cessation program
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• 401(k) plan
• Employee Stock Purchase Plan (ESPP)
• Basic life and AD&D insurance
• Short-term disability insurance