Manager, Customer Experience Lab - Instruments

The Manager for the Customer Experience Center is responsible for budget, operations and clinical utilization of the 1941 Stryker Way cadaveric lab spaces including the Customer Experience Center and Innovation & Education Lab. This includes the oversight and program management of customer visits in the building. This position requires collaboration, coordination, and execution of programs to align with the Instruments Division’s strategy as well as cross-divisionally. This role partners heavily with Sales, Marketing, and R&D departments to ensure a safe, effective, and positive experience for customers.

What you will do:

Program Design

• Leads the 1941 Stryker Way Customer Experience Program, including event management, process creation and updates, communications, stakeholder management, and most administrative duties (project management, catering, supplies, print materials).
• Maintains program and facility data to report out on utilization, highlights, business impact, and future opportunities.

Project & Facility Management

• Maintains the scope of the Customer Experience Center as well as the day-to-day operations.
• Supports internal customers on the creation and daily onsite execution of labs by managing agenda creation, product needs, and event details.
• Coordinates and purchases necessary equipment and lab supplies, while partnering with business stakeholders for upcoming product launches and placement in the lab.
• Manages annual budget exceeding 425K
• Owns facility procedure documents, waivers, NDAs, certifications, maintenance schedules, and proactive testing.
• Remains up to date on necessary employee compliance and safety trainings, and facilitates the sharing of information to onsite participants.
• Continues to look at existing facility and team capabilities to support future needs of the program.
• Builds and maintains relationships with onsite vendors to support the facility and IT maintenance of the space.

Technical/Procedure Insight

• Demonstrates technical proficiency across the Stryker portfolio to support HCP customer visits, R&D validation labs, and medical education programs.
• Shows understanding of markets and competitors to facilitate the program agenda and needs.
• Remains connected to the network of Stryker facilitates the promotion of best practice sharing as well as future development.

Customer Engagement

• Partners with the internal customers to host HCPs and meet or exceed established event goals.
• Recommends and implements improvements for future customer-facing engagements.

What you need (Required):

• Bachelor’s degree in marketing, business, or a related field.
• 6+ years of work experience
• Demonstrated proficiency in Microsoft Office (Excel, Word & PowerPoint)
• Must be able to set direction and priorities, as well as consistently add value for divisional resources and customers.

Preferred:

• 3+ years of medical device or Medical Education experience
• Experience leading a team, supervisory experience
• Clinical or Operating Room experience
• Demonstrated ability to think both strategically and tactically.
• Excellent presentation and interpersonal communication skills
• Strong analytical and problem-solving skills
• Ability to manage multiple projects while delivering on established timelines