Senior Manager, Customer Excellence at Stryker

Denver, Colorado, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Medical Devices, Sports Medicine, HealthcareIndustries

Requirements

Ability to travel up to 50% of the time
In-depth expertise of the sports medicine market and clinical procedures
Adherence to Stryker Policy, Code of Conduct, Regulatory, and Compliance Processes

Responsibilities

Lead the strategic planning and execution of surgeon engagement initiatives for the Sports Medicine division
Work with cross-functional leaders, Sports Medicine executive leadership, and cross-divisional leadership to ensure alignment on surgeon management
Align and partner with Stryker divisional leadership on surgeon strategies
Own the communication strategy associated with surgeon engagement to ensure consistent podium messaging
Align divisional leadership and cross-functional teams (Marketing, Medical Education, Sales, Professional Affairs, Clinical, and R&D) around unified surgeon engagement and communication strategies
Manage the Professional Affairs, National Programming, and Customer Experience teams to ensure high standards and brand management of Sports Medicine’s partnerships with customers and Key Opinion Leaders
Manage all surgeon consultant relationships for Sports Medicine
Align and lead key leadership members in the qualification and evaluation of potential surgeon consultants through in-person meetings to ensure alignment with business needs
Manage KOL feedback sessions in collaboration with cross-functional partners
Manage and initiate all surgeon consultant proposals in partnership with consultant sponsors through the Consultant Committee process
Develop communication strategy with KOLs
Develop in-depth expertise of the sports medicine market and clinical procedures to guide program development and support surgeon relationship building
Ensure brand alignment in developing collateral
Anticipate, identify, and resolve high-level problems associated with completing projects
Partner with Professional Affairs to ensure compliant and transparent contracting, KOL qualification, and fair market value (FMV) alignment for all consultant engagements
Facilitate field and in-person visits with surgeon consultants to evaluate capabilities, strengthen relationships, and identify collaboration opportunities
Partner with other divisions to create consistency and efficiency in surgeon engagement processes, communication, and data tracking
Evolve and execute the Customer Excellence and Professional Affairs strategy for the Sports Medicine division, encompassing surgeon consultant engagement and partnership management
Drive alignment across Sports Medicine leadership, Professional Affairs, and cross-functional teams for consistent, compliant, and strategic engagement with key surgeon stakeholders
Provide strategic oversight of surgeon engagement activities and management of surgeon consultant relationships
Assess surgeon competencies and recommend Key Opinion Leaders (KOLs) for engagement, ensuring alignment with divisional priorities and business needs
Lead and oversee the National Programming and Customer Experience Visit Team based out of the Denver Headquarters
Play a central role in cross-divisional collaboration to identify opportunities for synergy in surgeon engagement, education, and innovation initiatives
Manage the team and collaborate with Professional Affairs to ensure consistent governance of contracting, performance review, and compliance processes, maintaining the highest ethical standards in surgeon interactions
Advance Customer Engagement Initiatives

Skills

Key technologies and capabilities for this role

Strategic PlanningStakeholder ManagementKey Opinion Leader (KOL) EngagementComplianceTeam LeadershipCross-Functional CollaborationContractingPerformance ReviewProfessional AffairsSurgeon Engagement

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

The position offers hybrid or onsite work flexibility.

How much travel is required in this role?

This role requires travel up to 50% of the time.

What are the key responsibilities of this position?

The role involves leading strategic planning and execution of surgeon engagement initiatives, managing KOL relationships, aligning cross-functional teams, and overseeing National Programming and Customer Experience teams.

Where is the team based?

The National Programming and Customer Experience Visit Team is based out of the Denver Headquarters.

What experience makes a strong candidate for this role?

Strong candidates will have experience in strategic planning, cross-functional leadership alignment, KOL management, and surgeon consultant engagement within the medical device or sports medicine field.

Stryker

Develops and manufactures medical devices and equipment

About Stryker

Stryker develops and manufactures medical devices and equipment aimed at improving patient care and surgical efficiency. Their products include surgical tools, neurotechnology devices, and orthopedic implants, which are sold directly to hospitals and clinics. Stryker stands out from competitors by focusing on high-quality products and a commitment to advancing healthcare solutions. The company's goal is to enhance the overall healthcare experience for both patients and medical professionals.

Kalamazoo, MichiganHeadquarters

1941Year Founded

$423.3MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Benefits

Medical & prescription plans

Supplemental health benefits

Flexible Spending accounts

Employee Assistance Program

Short-term & long-term disability

Tuition reimbursement

401(k) plan

Employee Stock Purchase Plan

Risks

Integration challenges from acquisitions may strain Stryker's resources.

Rapid tech advancements risk obsolescence of Stryker's current products.

Regulatory scrutiny on acquisitions could delay Stryker's market entry.

Differentiation

Stryker's acquisitions enhance its minimally invasive surgical solutions portfolio.

Entry into the peripheral vascular segment diversifies Stryker's market presence.

Stryker's focus on AI integration boosts diagnostic accuracy and operational efficiency.

Upsides

Growing demand for minimally invasive solutions aligns with Stryker's strategic acquisitions.

The orthopedic implants market growth benefits Stryker's expanding product line.

Stryker's acquisition of Inari Medical positions it in a high-growth vascular market.

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