Supervisor, Customer Care (Hybrid)

Job description

Work Flexibility

Hybrid In this role, you’ll oversee a Customer Care team responsible for order management, customer quotes, service issue resolution, and operational support. You'll combine people leadership, operational oversight, and process improvement to help deliver exceptional customer outcomes while partnering across the business to drive continuous improvement.

What You Will Do

Lead the daily operations of a Customer Care team supporting customer quotes, order management, returns, and service-related transactions. Monitor customer service, operational, and productivity metrics to identify trends, address risks, and drive performance improvements. Manage customer and system-related escalations, ensuring timely resolution of order, billing, and service issues. Forecast staffing needs, align team schedules with business demand, and adjust workload distribution to maintain service levels.

Coach and develop team members through onboarding, training, performance discussions, feedback, and career development planning. Partner with cross-functional teams including Sales, Finance, Operations, Service, Supply Chain, and Manufacturing to resolve customer-impacting issues and improve business processes. Drive continuous improvement initiatives that enhance efficiency, strengthen customer satisfaction, and improve the employee experience.

Translate business changes, system updates, and process enhancements into actionable team procedures while identifying and escalating operational risks.

Required Qualifications

Bachelor’s degree or 6 years of relevant experience in lieu of bachelor's degree. Minimum 4 years of customer service or related experience. Demonstrated ability to supervise, coach, engage and develop team members.

Preferred Qualifications

Experience supervising, coaching, or developing employees in a customer-facing or operational environment. Experience with Salesforce. SAP, Genesys or similar.

United States of America Pay Ranges

USN : $77,700 - $129,500 USD Annual US5 : $81,600 - $136,000 USD Annual US10 : $85,500 - $142,500 USD Annual US15 : $89,400 - $148,900 USD Annual US20 : $93,200 - $155,400 USD Annual US30 : $101,000 - $168,400 USD Annual View the U.S. work location and transparency guide to find the pay range for your location.

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.