Senior Manager, Customer Excellence

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 people leadership 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.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 ManagementResponsible for managing all surgeon consultant relationships for Sports MedicineAlign 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 KOLsDevelop in-depth expertise of the sports medicine market and clinical proceduresWhat You Will DoEnsure communication with PA team and Marketing/EventsMaintain understanding of relevant regulations and laws, including MedTech CodeCollaborate in process improvement projectsRegular review of processes to ensure updates to any regulations, compliance policies are updatedRegular meetings with the Manager and PA Team to ensure workload is even and capacity used effectivelyCNF Consultant Profile creation in the compliance tool for Southern EU PA - All DivisionsCollaboration for HCP Contract Process in creating the Contract Form for all SE contracts all DivisionsFaculty Service invoices paying process and vendors creations management working with the SE PA Team, Invoicing Team for all consultants all divisions Southern EuropeInteracting and advising business units on compliant HCP Consultant activitiesExperienceEssential: New graduate or 1-2 years relevant experienceFluent and skilled in local language as well as Spanish and EnglishWork experience in a Medical Device/Pharmaceutical companyKnowledge of MedTech Europe ComplianceStrong Excel knowledgeHighly organizedAbility to multitaskProcess-focusedStrong interpersonal skillsStrong communication skills (written & verbal) at all levelsAbility to manage professional relationships with both internal and external stakeholdersHard working and flexiblePay rate will not be below any applicable local minimum wage rates.Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better.The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes.Alongside its customers around the world, Stryker impacts more than 150 million patients annually.#J-*****-Ljbffr