Associate Manager, Customer Care, Medical ANZ

Why join Stryker? Looking for a place that values your unique talents? Discover Stryker's 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 division. In 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 you’ll 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

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.