Senior Manager, Customer Care

Work Flexibility: Hybrid or Onsite Basic purpose of role/Why the job exists: This position is a strategic leadership role responsible for setting and executing the direction of Stryker Japan’s service organization. This position plays a critical role in expanding the ProCare service business, enhancing customer satisfaction, and driving operational excellence by overseeing all aspects of the service organization, including Field Service, Technical Service (In-house Repair Center) operations, and leading end-to-end process transformation initiatives. The goal is to enhance customer satisfaction, drive sustainable business growth, and improve operational efficiency. The role also involves collaborating with global teams to establish a scalable and profitable service model tailored to the Japanese market. Major Responsibilities Define and lead the strategic direction of Customer Care in Japan, ensuring alignment with global service strategy and business objectives. Drive the expansion and enhancement of ProCare, Stryker’s branded service and maintenance program, including increasing contract attachment and renewal rates. Develop and implement new service offerings tailored to customer needs (e.g., preventive maintenance, remote support, digital tools). Lead end-to-end service process transformation initiatives to improve operational efficiency, reduce turnaround time, and elevate service quality. Establish and monitor KPIs such as customer satisfaction (e.g., NPS), service contract growth, and operational metrics. Collaborate cross-functionally with Sales, Marketing, Quality, Regulatory, R&D, and Global Customer Care teams to ensure seamless service delivery and support for new product launches. Build and lead a high-performing service team through training, coaching, and development programs. Foster long-term customer relationships to drive loyalty, retention, and repeat business. Ensure compliance with all relevant regulatory and quality standards in service operations. Qualifications: Bachelor’s degree required; advanced degree in Engineering, Business, or Healthcare-related field preferred. Minimum 8 years of experience in service, operations, or commercial roles within the medical device or healthcare industry. Proven leadership experience managing teams of 5 or more, with a track record of developing talent and driving performance. Strong business acumen and strategic thinking, with the ability to influence without direct P&L control. Excellent communication skills in both Japanese and English. Experience with service innovation, digital transformation, or customer experience initiatives is a plus. Strategic leader with a passion for delivering customer value through service excellence. Collaborative mindset with the ability to influence across functions and geographies. Change agent who embraces innovation and continuous improvement. Committed to developing people and building a high-engagement team culture. Travel Percentage: None