Stryker Director, Customer Excellence in Kalamazoo, Michigan

Requisition ID 30224BR

Job Title Director, Customer Excellence

Group MedSurg and Neurotech

Division Instruments

Business Unit Interventional Spine

Business Function Marketing

Country United States

State/Province MI

City Kalamazoo

Employment Category Full Time

Percent Travel Required Up to 50%

Shift 1st

About Stryker

Stryker is one of the world's leading medical technology companies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. More information is available at All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status, or any other characteristic protected by applicable law. We are an EO employer – M/F/Veteran/Disability.

Job Description / Information

Basic Function

Business leader responsible for developing and executing the Customer Excellence strategy for the business. This includes responsibility for the functional areas of Medical Education, Professional Affairs, Professional Relations, Marketing Communications, and Clinical Marketing. The expectation is to create synergy amongst these functions by aligning strategies with our brand message and business unit goals. Will oversee consultative relationships with KOL’s consistent with business unit needs. Must provide superior clinical knowledge and expertise necessary to review, develop, analyze and manage clinical data to support divisional strategy. Responsible for providing strategic vision and execution of divisional educational branding iterative with consistent messaging and communications. Will assure activity is in accordance with all regulatory, budgeting, and compliance standards, Advamed Code, and national/state regulations.


  • Provide guidance on strategy for educational programs that aligns with the business unit’s goals.

  • Build, develop and manage a team to deliver results to the organization.

  • Anticipate, identify, and resolve high-level problems associated with completing projects.

  • Deliver programs to provide HCP’s with the skills and clinical evidence/awareness to support safe and effective use of Stryker product.

  • Develop programs to engage and support business objectives and ensure appropriate channel partners and external vendors are in place to execute and effectively deliver educational and value add objectives.

  • Develop new, innovative, and relevant programs to support a consistent educational brand with appropriate messaging.

  • Responsible for brand alignment in developing marketing collateral for our sales force and customers.

  • Collaborate with our global marketing managers for a consistent brand message throughout the world.

  • Lead the strategy for clinical evidence in alignment with the product development process and with the desired claims of the Brand Marketing team.

  • Lead strategy for the advancement of our sales training curriculum to continue to raise the bar in how we on-board new representatives as well as continuing to educate our more tenured representatives.

  • Partner with KOL’s, CME providers, and organizations at a Local, Regional, and National Level to provide support and educational expertise to HCP’s.

  • Demonstrate an expertise and mastery of ACCME, ACGME, and AdvaMed Code as well as Policy developed at the State and National Level.

  • Adhere to all Stryker Policy, Code of Conduct, Regulatory, and Compliance Processes.

  • Web Development

  • Digital Media (Mobile Apps, Animations, Etc.)

  • Print Media Brochures, Mailers

  • Trade Show and Product/Educational Events

  • Advance Customer Engagement Initiatives

  • Provide expert analysis of data, market research, KOL and clinical information.

  • Develop collegial communications with KOL’s in all key areas.

Minimum Qualifications

Physical Requirements

  • Medium work: Exerting up to 50 pounds of force occasionally and/or up to 10 pounds of force frequently and/or a negligible amount of force constantly to move objects

  • Must be able to review printed materials

  • Must be able to operate common office equipment (e.g. calculator, PC, fax machine, etc.)

Mental Requirements

  • Must be able to manage and motivate others and/or direct reports to deliver regional/divisional goals.

  • Ability to prioritize work and collate and report accurate and detailed information

  • Must be able to analyze and resolve non-routine issues using independent judgment

Qualifications/Work Experience Preferred

  • Ability to work with a team and resolve problems using independent judgment

  • Excellent verbal and written interpersonal communication skills

  • Excellent relationship skills

  • Effective analytical skills

  • Excellent organizational skills

  • Excellent PC skills

  • 6+ years Sales and Marketing Experience

  • People management experience

  • Fundamental computer skills (Microsoft Office)

  • Ability to work with cadavers in workshops/ labs

Education/Special Training Required

  • B.B.A. or B.S. in any field (emphasis in marketing or a related discipline preferred)

All 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