Work Flexibility: Hybrid
As a Digital Customer Solutions Manager, you will oversee global support operations for patient-specific planning and instrumentation software, ensuring timely, compliant, and high-quality service delivery. This role combines strategic leadership, operational excellence, and digital innovation to transform customer support through AI-driven tools and automation.
What You Will Do
- Define and lead global support strategies aligned with customer needs, business goals, and regulatory requirements.
- Oversee daily operations for a multi-tier global support team, ensuring timely resolution of software inquiries and coordination of PSI lifecycle milestones.
- Implement AI-powered tools, automation workflows, and self-service capabilities to optimize scalability and efficiency.
- Manage CRM and support platforms (e.g., Salesforce, JIRA, Freshdesk) and improve workflows through analytics and automation.
- Ensure compliance with medical device regulations (FDA, ISO 13485) and data privacy standards (HIPAA, GDPR).
- Collaborate with engineering, manufacturing, regulatory, and commercial teams to drive operational readiness and process improvements.
- Recruit, develop, and lead a diverse global team, setting clear goals and fostering a culture of accountability and continuous improvement.
- Develop and manage budgets for support operations, tools, and headcount, reporting ROI on automation and AI initiatives.
What You Will Need
Required Qualifications
- Bachelor’s degree in Engineering, Computer Science, or related field.
- Minimum 8 years of experience in customer or technical support.
- Experience managing global support operations and coordinating logistics in regulated environments.
- Proven ability to lead automation and AI integration projects in customer-facing operations.
- Familiarity with CRM and support platforms such as Salesforce, JIRA, and Freshdesk.
Preferred Qualifications
- Master’s degree in Engineering or MBA.
- Certifications such as ITIL or Lean Six Sigma.
- Experience in a technical leadership role within medical device or healthcare software.
- Experience with Power Platform, Microsoft Copilot, ServiceNow, and BI tools (e.g., Power BI).
- Basic understanding of API integrations and digital transformation strategies.
$100,500.00 - $215,300.00 salary plus bonus eligible + benefits. Individual pay is based on skills, experience, and other relevant factors.
Posted On: December 15, 2025
Travel Percentage: 10%
Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.
Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.