Senior Manager, Customer Care

Basic purpose of role/Why the job exists:

This position is a strategic leadership role responsible for setting and executing the direction of Stryker Japans service organization. This position plays a critical role in expanding the ProCare service business enhancing customer satisfaction and driving operational excellence by overseeing all aspects of the service organization including Field Service Technical Service (In-house Repair Center) operations and leading end-to-end process transformation initiatives. The goal is to enhance customer satisfaction drive sustainable business growth and improve operational efficiency. The role also involves collaborating with global teams to establish a scalable and profitable service model tailored to the Japanese market.

Major Responsibilities

• Define and lead the strategic direction of Customer Care in Japan ensuring alignment with global service strategy and business objectives.
• Drive the expansion and enhancement of ProCare Strykers branded service and maintenance program including increasing contract attachment and renewal rates.
• Develop and implement new service offerings tailored to customer needs (e.g. preventive maintenance remote support digital tools).
• Lead end-to-end service process transformation initiatives to improve operational efficiency reduce turnaround time and elevate service quality.
• Establish and monitor KPIs such as customer satisfaction (e.g. NPS) service contract growth and operational metrics.
• Collaborate cross-functionally with Sales Marketing Quality Regulatory R&D and Global Customer Care teams to ensure seamless service delivery and support for new product launches.
• Build and lead a high-performing service team through training coaching and development programs.
• Foster long-term customer relationships to drive loyalty retention and repeat business.
• Ensure compliance with all relevant regulatory and quality standards in service operations.

Qualifications:

• Bachelors degree required; advanced degree in Engineering Business or Healthcare-related field preferred.
• Minimum 8 years of experience in service operations or commercial roles within the medical device or healthcare industry.
• Proven leadership experience managing teams of 5 or more with a track record of developing talent and driving performance.
• Strong business acumen and strategic thinking with the ability to influence without direct P&L control.
• Excellent communication skills in both Japanese and English.
• Experience with service innovation digital transformation or customer experience initiatives is a plus.

• Strategic leader with a passion for delivering customer value through service excellence.
• Collaborative mindset with the ability to influence across functions and geographies.
• Change agent who embraces innovation and continuous improvement.
• Committed to developing people and building a high-engagement team culture.