Senior Manager, Customer Excellence

Work Flexibility: Hybrid or Onsite

The Senior Manager, Customer Excellence – Sports Medicine will be responsible for evolving and executing the Customer Excellence and Professional Affairs strategy for the Sports Medicine division, encompassing all aspects of surgeon consultant engagement and partnership management. This individual will drive alignment across Sports Medicine leadership, Professional Affairs, and cross-functional teams to ensure consistent, compliant, and strategic engagement with key surgeon stakeholders.

This role includes strategic oversight of surgeon engagement activities and management of surgeon consultant relationships. The Senior Manager will assess surgeon competencies, recommend Key Opinion Leaders (KOLs) for engagement, and ensure alignment of consultant activities with divisional priorities and business needs.

This person will lead and oversee the National Programming and Customer Experience Visit Team based out of the Denver Headquarters in alignment with expanded space to host events from across the organization.  

The individual will also play a central role in cross-divisional collaboration, building strong partnerships with leadership teams across other business units to identify opportunities for synergy in surgeon engagement, education, and innovation initiatives. In addition, this role will manage the team and collaborate closely with Professional Affairs to ensure consistent governance of contracting, performance review, and compliance processes, maintaining the highest ethical standards in surgeon interactions. In this role, you will be required to travel up to 50% of the time.

  

What you will do:

Strategy & Alignment

• Lead the strategic planning and execution of surgeon engagement initiatives for the Sports Medicine division.

• Work with all cross-functional leaders, Sports Medicine executive leadership and cross-divisional leadership to ensure alignment to surgeon management.

• Work across Stryker divisional leadership to align and partner on surgeon strategies.

• Ownership of communication strategy associated with surgeon engagement to ensure consistent podium messaging.

• Align divisional leadership and cross-functional teams (Marketing, Medical Education, Sales, Professional Affairs, Clinical, and R&D) around unified surgeon engagement and communication strategies.

• Manage the Professional Affairs, National programming, and Customer Experience teams to ensure high standards and brand management of Sports Medicine’s partnership with its customers and Key Opinion Leaders.

KOL Management

• Responsible for managing all surgeon consultant relationships for Sports Medicine

• Align and lead key leadership members in the qualification and evaluation of all potential surgeon consultants with in-person meetings to ensure alignment to business needs.

• Manage KOL feedback sessions in collaboration with cross-functional partners.

• Manage and initiate all surgeon consultant proposals in partnership with consultant sponsors through the Consultant Committee process.

• Adhere to all Stryker Policy, Code of Conduct, Regulatory, and Compliance Processes.

• Advance Customer Engagement Initiatives.

• Develop communication strategy with KOL’s

• Develop in-depth expertise of the sports medicine market and clinical procedures that guides program development decisions and supports surgeon relationship building

• Responsible for brand alignment in developing collateral.

• Anticipate, identify, and resolve high-level problems associated with completing projects.

• Partner with Professional Affairs to ensure compliant and transparent contracting, KOL qualification, and fair market value (FMV) alignment for all consultant engagements.

• Facilitate field and in-person visits with surgeon consultants to evaluate capabilities, strengthen relationships, and identify collaboration opportunities.

• Partner with other divisions to create consistency and efficiency in surgeon engagement processes, communication, and data tracking.

• Serve as a strategic advisor on surgeon engagement trends, competitor activity, and industry best practices, ensuring the Sports Medicine division remains a leader in customer excellence.

What you will need

Required

•        Bachelor’s degree

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