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