Associate Manager, Customer Care, Medical ANZ

Why join Stryker

Looking for a place that values your unique talents Discover Strykers award-winning culture.

We are proud to offer you our total rewards package which includes bonuses healthcare insurance benefits retirement programs wellness programs as well as service and performance awards not to mention various social and recreational activities all of which are location specific.

About the role

We are seeking a people focused Associate Manager to lead our Customer Service team within the Medical this role you will provide leadership management and development of the customer service function ensuring service excellence for internal and external customers. You will drive process improvements implement process improvement and efficiency initiatives and foster a culture of compliance and quality. This position requires a hands-on approach to support standard customer service tasks while focusing on productivity and efficiency enhancements.

What youll do:

Lead and develop the Customer Service team

• Build and drive a high performance culture within a team of Customer Service Representatives
• Set and review PDPs and KPIs
• Identify training needs and drive delivery
• Support succession planning and talent development

Drive operational excellence

• Implement productivity and efficiency improvements
• Oversee data integrity and reporting

Ensure quality and compliance

• Maintain adherence to company policies and quality standards
• Foster a culture of continuous improvement

Collaborate cross-functionally

• Work with other divisions to re-engineer processes
• Provide hands-on support for standard customer service tasks when required and act as an escalation point for more complex customer complaints queries and support

Required qualifications

• Proven experience leading/managing customer service and call center functions
• Ability to work in a high-technology environment with strong attention to detail
• Strong leadership and influencing skills to drive business objectives
• Experience implementing process improvement tools
• ERP systems experience particularly in customer order management distribution and warehousing
• Knowledge of quality management techniques in an ISO environment
• Demonstrated success managing a team and delivering business results

Preferred qualifications

• Degree in management or a relevant business-related field
• Medical terminology or similar technical background (advantageous but not essential)
• Familiarity with hospital procedures and systems
• Experience using process improvement tools e.g. Lean 5S Six Sigma etc.

Other requirements:

• Occasional travel to Business Service and Customer Service conferences annually