ProAssure Services Team Lead – Vocera Solutions

Stryker; Oregon; Hybrid; USD 120,000 - 210,000; Full time

Job summary

The Associate Manager, ProAssure Services at Stryker leads a team of ProAssure Specialists responsible for on-site and remote administration of Vocera solutions for our diverse customer base. This player/coach role covers hiring, onboarding, training, and ongoing development, while ensuring steady service delivery and customer satisfaction.

You will mentor the team, collaborate with cross-functional groups, and help design and maintain processes that standardize practices, support contracts, and

Qualifications

• Minimum 6 years clinical or healthcare IT experience.
• 2 years directly leading teams or mentoring/coaching.
• US Citizenship required.

Responsibilities

• Mentor and lead a team of ProAssure Specialists responsible for the contracted, daily, on-site and remote administration of Vocera solutions for customers with this professional service engagement.
• Provide direction, growth, and continuous development for the team.
• Share findings and build close ties with multi-functional teams of technical account managers, clinical account managers, technical support, and professional services.
• Create, implement, and monitor processes to ensure practices are consistent across the team and facilitate knowledge sharing among the system administrators and customers.
• Maintain positive relationships with customer contract sponsors and ensure satisfactory delivery of services leading to measurably improved outcomes.
• Collaborate with Sales and Services teams to write, review, and deliver Statement of Works (SOWs) for prospective and renewing customers.
• Perform system administration for Vocera solutions including database maintenance, solution operationalization, training, device management, and troubleshooting.
• Provide motivation with team and customers through regular communications, conference calls, site visits and written reports to advise, track, and address concerns.

Skills

Team leadership

Healthcare IT

Customer success

Account management

Education

Bachelor's in Health Informatics, Information Systems, Technology, Business, or equivalent

Job description

The Associate Manager, ProAssure Services at Stryker leads a team of ProAssure Specialists responsible for on-site and remote administration of Vocera solutions for our diverse customer base. This player/coach role covers hiring, onboarding, training, and ongoing development, while ensuring steady service delivery and customer satisfaction.

You will mentor the team, collaborate with cross-functional groups, and help design and maintain processes that standardize practices, support contracts, and