Job Description

Work Flexibility: Remote or Hybrid or Onsite

Asa highly organized and experienced Customer Service Training and Quality Assurance Manager, youwillbe responsible fordeveloping and implementing comprehensive training programs for our customer servicecolleagues, ensuring theypossessthe necessary skills to deliver exceptional service. Additionally,youwill oversee the quality assurance process tomaintainhigh standardsof customer service and contribute to the overall improvement of the customer experience.As astrong, innovative leader, you will have asolid understanding of customer service principles, and a proventrack recordof implementing successful training and quality assurance programs.

You will playa key role in enhancing the overall customer experiencethat Stryker deliversin Europeandwill supportus indriving the success of our organization.You will promote teamwork and collaboration, quality performance standards,professionalismand integrity to ensure thatquality of service ismaintainedand colleagues are empowered with the knowledge and skillrequiredtodeliver positive results.

Working closely with regional Customer Experience leaders, you willcultivatean environment of continuous learning and improvement,based on foundation ofshared quality standards.

What You Will Do

SettingDirection:

• Create and implement the rightCustomer ExperienceTraining & QA framework,curriculumandcontent,ensuring alignmentwith the overarching European strategyand company-wideobjectivesand initiatives.

• Partnerwith regional leaders and Subject Matter Experts todeliver outcomes thatincrease customer satisfaction and lower overall costs.

• Clearly communicate expectations toyourteamand stakeholdersanddemonstratehowtraining& QAgoals align withCustomer Experience and wider supply chainactivities.

• Direct and supervise daily work activities and projects inthe Training & QA team

• Review and standardizetraining content, systems, QA measures

• Provide ongoing feedback and input to shape theCustomer Experienceorganization and contribute to the overallCustomer Experiencestrategy.

• Identifiescontinuous improvementpractices and trends in the marketplace, leading to the implementation of innovative ideas that drive progress.

BuildingOrganizationalCapability

• Foster a culture of continuous improvement inCustomer Experience, constantly seeking ways to enhance the service we provide.

• Support the optimization and transformation of our CustomerExperiencebrand in the countries and region.

• Focus on finding better ways toaccomplishtasks and achieve team goals, promoting procedural changes and efficiency.

• Cultivate relationships and collaborate with colleagues across functions and divisions, such as RAQA(Corporate Quality Assurance), Finance, Sales, and Marketing, to achieve team goals and improve processes.

• Take ownership of enhancingTraining & QAcapabilities and processes.

• Contribute to regional and European projects that aim to increase customer satisfaction, improve efficiency, reduce costs, andoptimizeinventory levels.

• Ensure compliance with policies, regulations, and standards, including SOX, FCPA, and other relevant guidelines.

InspiringOthers

• Serve as an active and inspiring role model, embodying the Strykerculture

• Encourage proactive sharing of knowledge and experiences within the CustomerExperienceteam.

• Fostera strong teamculture and brandcenteredaround reliability andtimelyfollow-up on commitments.

• Champion change by openly sharing ideas and plans with the team and colleagues, embracing diverse perspectives to drive innovation and achieve better outcomes.

• Cultivate positive relationships and foster a sense of teamwork among team members.

• Serve asquality of servicebarometer within Customer Experience, advocating for customer needs and preferences within the Operations organization, and across the entire organization.

DeliveringResults

• Collaborate with the team toestablishmeaningful performanceobjectives, set goals,identifymilestones, and provide constructive feedback to ensure progress, overcome obstacles, and resolve conflicts.

• Implement, review, and regularlymonitorKey Performance Indicators (KPIs) and financial metrics for Customer Service in the country or region.

• Continuously assess the relevance of KPIs and propose adjustments or additions to foster the rightbehavioursand actions within the team, ensuring exceptional service to our customers.

• Monitor team performance and actively encourage excellence, recognizing and rewarding outstanding achievements and critical outcomes.

DevelopingTalent

• Lead, build and develop theTraining & QA team, attracting and nurturing top talent to create a highly motivated and engaged team that consistently exceeds business expectations.

• Collaboratively set clear and meaningful development goals, working closely with team members to create individual development plans.

• Foster a culture of sharing talent, knowledge, andexpertiseto maximize team performance and achieve exceptional results.

• Take on a coaching role, supporting the growth and development of the team, team leaders, and talented staff members, while activelyidentifyingand nurturing the talent pipeline.

• Responsible for building leadership competencies with direct reports and team leaders to ensure that they are engaging employees to exceed their targets in safety, quality,serviceand cost.  

What You Need

• A minimum of Bachelor`s / graduate degree graduateina BusinessorLogistics discipline(s)orequivalent.

• 5+years’ experience in Customer Service, Operations or other relevant customer facing orrelationshipmanagement roles.

• 2+years’experienceinapeoplemanagementrole,withapreferencewithinCustomerService.

• Prior experience in working in a multi-national and -cultural environment. Strong customer focus with a clear understanding of the wider issuesimpactingtherelevantmarkets.

• Demonstratedsuccessinbuilding,managing,motivatinganddevelopingstrongteams.

• Establishedtrack recordofexceedingtargets,KPI’s andSLA’sinaqualityled,legislativecompliantenvironment

• Well versed in Microsoft Office tools including Word, Excel, Access, Power Point, Visio or otherflow-chartingsoftware and/or Microsoft Project.

• High sense of customer service orientation. 

• Fluent English (spoken and written)

• Excellent communication and decision-making skills.

• Proven leadership experience building and developing high-performing teams.

• Strong collaboration and stakeholder management skills.

• Results-driven, highly organized, and able to manage multiple priorities.

Travel Percentage: 20%