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Manager, Commercial Operations - Central & SE Regions (R450008)

Branch Manager




Leesburg, Virginia, United States

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. 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 is hiring a Commercial Operations Manager for our Spine division!

The Commercial Operations Manager is a regional leadership role impacting customers service levels and supports revenue growth, operating margins and driving to a culture of customer service excellence. In addition to direct leadership responsibilities of Customer Service and Inventory Management functional teams, the role will requires collaboration and engagement with other internal functional teams and externally with regional sales leaders (RSMs). The Commercial Operations Manager’s primary responsibility is to lead customer service operations teams for the assigned regions for our Core Implant Business. The position will be responsible for understanding, measuring, executing and improving core business processes, systems and practices to sustain growth in the region. The position will support adoption and utilization of commercial systems ( ERP, CRM, Customer Complaint) and strengthen partnership with regional sales leadership.

This leadership role requires commercial experience and acumen, thought leadership, and business partnership competencies. The leader will collaborate and work with Regional Sales leaders and internal functional teams to better understand strategic priorities/objectives for each territory and align resources/deliverables to achieve collective commercial goals. Overall a demanding, challenging, and fast-paced role with opportunity to impact and improve operational elements in supporting our commercial teams with strategic responsibilities to help influence future and forward looking initiatives for the enterprise.

What you will do

Customer Service Leadership:

  • Drive and achieve customer service excellence culture. Enable collaborative culture and drive organization to improve customer/client satisfaction levels and internal responsiveness.
  • Effectively manage customer service and inventory management teams for the region and determine clear roles & responsibilities, identify and action development needs to ensure superior business & customer support.
  • Develop KPIs to measure progress of OTC process and to make employees more effective and efficient. Identify opportunities to improve customer experience and provide flawless order execution.
  • Ensure ERP/JDE and CRM processes are implemented and maintained. Support internal and external audits and timely closure of audit findings. Maintain SOX compliant OTC organization and improve controls and compliance within the department.
  • Drive processes simplification and best practices. Provide oversight of the Customer Complaint Management System as well as oversee the processes and procedures for KPI and KPC metric.

Inventory Management Leadership:

  • Create and develop a strong knowledge base of all the inventory needs for assigned region and partner with sales leadership to ensure appropriate operational plans are in place to meet all revenue opportunities.
  • Act manager and leader of team which is primary liaison between field sales force and internal team to Optimize Field Instrument and Implant configurations. Gather required raw data for forecasting, planning and logistical management of all loaner and consigned needs for assigned region.
  • Support demand generation process for new and existing distribution opportunities and co-ordinate with internal teams to ensure inventory needs for new opportunities are filled in a timely fashion. Work with regional business leaders to ensure new opportunities are fully vetted and plans are established to meet customer demand.
  • Represent Operations in Regional Sales meetings/forums to enable single point of contact for commercial team.
  • Measure and report field inventory investment and productivity levels on a monthly basis. Determine, maintain and monitor max inventory quantities for each territory / inventory location. Develop and execute plans by product line to realign inventory based on monthly metrics.
  • Lead team which Coordinates product movement within agency/distributor/branch office network both from Loaner and Consignment Inventory. Coordinates assigned non-routine Field inventory projects.
  • Manage all the logistical activities including supporting field cycle count required to ensure product is available to meet customer demand and maintain operational effectiveness.
  • Appropriately manages slow moving, excess and expired inventory within field network.
  • Assist in new product launch plans to maximize sales performance and coordinate the corresponding return of old inventory if applicable.

What you need

  • Bachelor’s degree with 8 years of experience or master’s degree with 6 years of experience.
  • At least 2 years in leadership role.
  • 5+ years of customer facing roles.
  • 2 years’ experience in the medical products industry.
  • Orthopedic experience preferred.
  • Exposure to products inventory and inventory processes.. A general knowledge of: Field Operations, Supply Chain, Logistics, Accounting and ERP Systems is required.
  • Ability to exercise latitude in the approach to problem solving and determine/develop approach and solutions to problems.
  • Experience in Operations/CRM application program development.
  • Experience in mobile application development preferred.
  • Ability to interact with different levels of an organization, and to build effective relationships through team work.
  • Excellent verbal and written communication skills with the ability to define and structure problems to be solved and to communicate complex business analysis and issues in a clear and concise manner.
  • Proven ability to manage projects effectively from design through completion.
  • Proficient in Microsoft Office Suite Applications (Word, Excel, Access); proficient using JD Edwards/PeopleSoft or equivalent ERP System, MasterControl (document control Software) and
  • (CRM Software) preferred.

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