Work Flexibility: Hybrid

The Customer Excellence Associate Manager is responsible for leading the Customer Excellence team at our Cary, IL location. In this role you will manage our customer excellence representatives' performance, customer experience, performance to budget, team building, employee engagement, new product implementation, and general customer service activities will be part of the day-to-day operations in this role.

Who we want 

• Talent developers. Growth-oriented managers who recruit and hire top-performing talent and prioritize the development of their team members.  
• Goal-oriented orchestrators. People who can effectively coordinate and focus the work of skilled employees toward an important goal, prioritizing to the right activities that lead to success.  
• Managers who drive performance. People who implement process improvements and leverage the talent of their team to consistently increase performance and productivity. 
• Network builders. Managers who build connections with other teams and divisions and coordinate cross-functional collaboration.  

What you will do

• Develops and manages performance objectives for all Customer Excellence employees.
• Builds relationships with internal and external customers to elevate customer experience.
• Ensures that proper procedures and policies are in place for excellence in Customer Service.
• Develops and executes plans to support sales, marketing, and business strategies from a Customer Service perspective.
• Responsible for the recruitment and onboarding of talent. Ensures new hires meet all employment criteria.
• Personnel management including scheduling and talent development. Talent development includes performance management, talent management, and the enforcement of company policies through appropriate disciplinary measures.
• Responsible for ensuring individuals and team consistently achieves or exceeds all performance metrics as applicable.  Metrics may include customer experience, customer service levels, customer back order, budgets, and productivity.
• Focuses on customer satisfaction through teamwork, problem solving through a consultative approach, operating with honesty and integrity, and achieving excellence in customer service.
• Ensures compliance with established regulatory and quality, legal, corporate, and human resources policies and procedures.
• Ability to root cause/problem solve as issues arise.
• Committed to quality by continuously searching for ways to enhance the customer service experience.

• Assist with annual budget preparation, status reports and other related communications.
• Accountable for all record-keeping as appropriate and in accordance with Stryker requirements.

What you need

• Bachelor’s degree required
• 6 years of experience required
• 2+ years of experience of people management experience preferred
• SAP, Salesforce, and CPQ experience preferred 

Travel Percentage: 20%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.