Customer Care Operations Leader — Hybrid

Stryker; Flower Mound (TX); Hybrid; USD 77,000 - 168,000; Full time

Job summary

Stryker in Flower Mound, Texas, is seeking a Customer Care leader to run a team handling quotes, order management, returns, and service transactions, and to drive performance through metrics and continuous improvement.

You will forecast staffing, coordinate with Sales, Finance, Operations, Service, Supply Chain and Manufacturing, coach staff, and translate changes into standardized procedures while managing escalations and preserving service levels.

Qualifications

• Bachelor's degree or 6 years of relevant experience in lieu of bachelor's degree.
• Minimum 4 years of customer service or related experience.
• Demonstrated ability to supervise, coach, engage and develop team members.

Responsibilities

• Lead the daily operations of a Customer Care team supporting customer quotes, order management, returns, and service-related transactions.
• Monitor customer service, operational, and productivity metrics to identify trends, address risks, and drive performance improvements.
• Manage customer and system-related escalations, ensuring timely resolution of order, billing, and service issues.
• Forecast staffing needs, align team schedules with business demand, and adjust workload distribution to maintain service levels.
• Coach and develop team members through onboarding, training, performance discussions, feedback, and career development planning.
• Partner with cross-functional teams including Sales, Finance, Operations, Service, Supply Chain, and Manufacturing to resolve customer-impacting issues and improve business processes.
• Drive continuous improvement initiatives that enhance efficiency, strengthen customer satisfaction, and improve the employee experience.
• Translate business changes, system updates, and process enhancements into actionable team procedures while identifying and escalating operational risks.

Skills

Supervise and develop team

Education

Bachelor's degree or 6 years of relevant experience in lieu of bachelor's degree

Tools

Salesforce

SAP

Genesys

Job description

Stryker in Flower Mound, Texas, is seeking a Customer Care leader to run a team handling quotes, order management, returns, and service transactions, and to drive performance through metrics and continuous improvement.

You will forecast staffing, coordinate with Sales, Finance, Operations, Service, Supply Chain and Manufacturing, coach staff, and translate changes into standardized procedures while managing escalations and preserving service levels.