Sr. Customer Community & Online Support Manager (Remote)

Why join Stryker?

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

Our benefits include bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards – not to mention various social and recreational activities.

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Why Technical Support at Stryker?

At Stryker we are dedicated to improving lives, with a passion for researching and developing new medical device products. Technical Support organization is part of Acute Care business unit and supports all products under the Vocera line of products. Vocera empowers integrated, intelligent communication for mission-critical workflows in healthcare, hospitality, energy, retail and other mobile work environments. Vocera is widely recognized for developing smarter ways to communicate that improve patient and customer satisfaction.

Who We Want

High customer service. People that convey authentic enthusiasm, puts the customer first with compassion and has charisma that drive people to want to partner with you.

Effective communicators. Can analyze and synthesize data/information for insights and communicate them in a consumable way for decision making

Strategic thinking. People that absorb and analyze information quickly to help make better business decisions and stretch our thinking for the future

What You Will Do

As a Sr. Customer Community & Online Support Manager at Stryker, you will be proud of the work that you will be doing, using cutting-edge technologies to make healthcare better. You will be laser focused on managing and expanding the impact and engagement of Stryker’s customers through online support, including community. This role will be key in helping our Technical Support organization scale, in making our customers wildly successful and in further differentiating us as a Customer First organization. You will also have growth opportunities as we have a culture that supports your personal and professional development

We are looking for an extraordinary Sr. Customer Community & Online Support Manager to join our team. The dynamic person is passionate about engaging with customers on their digital support and educational experience. You’re a pioneer and innovator. You’ve built and/or nutured successful communities from scratch. You help ideate and envision the art of the possible to deliver as much value as possible to our customers on their Stryker customer journey and online experience. You are an exceptional collaborator with a curiosity for leveraging insights and analytics with a knack for putting yourself in the shoes of the customer and users and use data in every move you make. You bring your ideas from concept to reality to accomplish a world class customer community and online support experience as key elements to adding value, driving decisions, accomplishing business goals, and providing positive customer outcomes.

• Be the “Voice of Stryker Customer and Partner” in internal and external conversations

• Collaborate with internal teams, including Support, Product Management, Operations and Engineering teams to develop a programmatic approach to drive and support overall online experience for our customers and partners.

• Be a thought leader and vocal advocate for the needs of online assets including Product Documentation, and the customer community.

• Present, write about, speak with passion about our business and the Community, representing the goals and mission of the community itself, as well as the relationship between our community members and Stryker

• Be a thought partner with senior stakeholders to advocate for and drive overall content strategy, focused on user issues and product roadmap. Collaborate effectively across organizational and geographic boundaries.

• Help define and deliver the overall Community strategy for Stryker, including community vision, global expansion, engagement and strategy

• Analyze the data around usage of content and use that to make recommendations about content gaps or styles of content as an advocate for client users.

• Analyze our online assets as a customer engagement tool and show value in the investment as we grow and improve the relevance of the information and interactions.

• Execute the strategy to make every facet of a community function at its best, including: recruitment, onboarding, engagement, etc.

• Ensure timely delivery and excellent results on community projects, large and small

• Provide business input and action plans, working with other functions of the business

• Help manage awareness and engagement through community focused content, events, and thought leadership

What You Need

• Bachelor's Degree or relevant experience (6+ years in lieu of a degree)

• 6+ years relevant experience

• Strong knowledge and proven ability to demonstrate community management best practices, including moderation, engagement, and metrics.

$95,100 - $204,000 salary plus bonus eligible + Benefits (Health, Vision, Dental, 401K, Tuition Reimbursement, Employee Assistance Program, Wellbeing Program, Employee Stock Purchase Program). This information reflects the anticipated salary range for this position based on current national data. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better.

The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually.

More information is available at stryker.com