Global Robotics Customer Care Ops Excellence Lead

Stryker; Fort Lauderdale (FL); Presencial; USD 118.000 - 197.000; Jornada completa

Descripción de la vacante

Stryker is seeking a seasoned leader to create and head the Global Robotics Customer Care Operational Excellence program in Fort Lauderdale. You will integrate new products, lead a continuous improvement org, and manage a multi-project portfolio across Customer Care, Field Service, Clinical Operations, and Digital Support.

The role demands navigating a matrixed organization, driving Lean Six Sigma and Kaizen initiatives, and delivering measurable improvements in service quality, efficiency, and

Formación

• Bachelor's degree required.
• 8+ years of relevant professional experience preferred.
• Relevant management experience.
• Experience leading enterprise-level projects and continuous improvement initiatives in regulated environments.
• Experience with process improvement methodologies, including Lean Six Sigma, Kaizen, Value Stream Mapping, or Business Process Management.
• Proven success implementing operational excellence programs that enhance customer satisfaction, operational efficiency, and business performance, with statistical verification of effectiveness.
• Strong analytical and problem-solving skills with experience using performance measurement and data analysis tools.
• Strong understanding of operational, financial, and customer experience metrics.
• Experience leading organizational change and driving adoption of new processes and technologies.
• Ability to manage multiple strategic initiatives in a dynamic, customer-focused environment.
• Excellent communication, stakeholder management, and leadership skills.
• Experience building and implementing tiered training programs, driving cultural transformation initiatives, and fostering a continuous improvement mindset across the organization.

Responsabilidades

• Lead enterprise-wide projects and create a continuous improvement program that improves operational performance and key business metrics while partnering with functional leaders on process optimization initiatives.
• Drive the digital, automation, and cybersecurity roadmap, including workflow automation, systems integration, and technology adoption; ensuring initiatives are delivered on time and within budget. Oversee the deployment, adoption, and continuous improvement of standardized tools, systems, and methodologies in each area of Global Robotics Customer Care.
• Define and maintain key performance indicators to measure operational effectiveness, including turnaround time, first-time quality, service levels, customer satisfaction, backlog management, and productivity.
• Foster a culture of continuous improvement, customer focus, operational excellence, and data-driven decision-making.
• Lead initiatives that enhance customer experience, eliminate waste, improve productivity, and drive measurable business results.
• Lead cross-functional teams in the implementation of process improvements, digital solutions, and change management initiatives. Provide coaching and training on Lean, Six Sigma, Kaizen, problem-solving, and process standardization methodologies.
• Leverage data and performance insights to identify improvement opportunities, optimize resource utilization, and improve operational outcomes.

Conocimientos

Leadership

Lean Six Sigma

Kaizen

Data analysis

Change management

Stakeholder management

Problem-solving

Communication

Process improvement

Performance measurement

Educación

Bachelor's degree

Master's degree

Herramientas

SAP

Service management platforms

Power BI

Tableau

Descripción del empleo

Stryker is seeking a seasoned leader to create and head the Global Robotics Customer Care Operational Excellence program in Fort Lauderdale. You will integrate new products, lead a continuous improvement org, and manage a multi-project portfolio across Customer Care, Field Service, Clinical Operations, and Digital Support.

The role demands navigating a matrixed organization, driving Lean Six Sigma and Kaizen initiatives, and delivering measurable improvements in service quality, efficiency, and