Manager, Customer Programs

Stryker - Fremont, CA

Job Description: The primary function of the Manager, Customer Programs is to identify, develop and implement solutions to fulfill HCP education and HCP engagement needs in alignment with corporate and educational objectives. This individual is instrumental in promoting relationships with HCP consultants, health care organizations (HCO), physicians and other key stakeholders in various medical specialties. The position will provide direction to other team members in an effort to bring educational and other customer program activities to fulfillment.

The Manager, Customer Programs role requires initiative, planning and organizational skills, independent and critical thinking, sound judgment, ability to problem solve, mental flexibility and resourcefulness. Staying abreast of contemporary issues impacting healthcare and the education of practitioners is crucial to the role.

Job Responsibilities:
Direct overall HCP consultant and HCO Hospital Based Training (HBT) and Centers of Excellence (COE) strategy and contract management for North America aligned with marketing and educational objectives.
Build collaborative relationships with Key Opinion Leaders (KOLs) and manage relationships from a consulting perspective.
Serve as a liaison between Marketing, Sales, Medical Education, and Sales Training to drive KOL management, including identify, contract, and work with KOLs for national podium society talks, Stryker education courses and Centers of Excellence programs.
Develop future thought leaders.
Leverage customer relationships to expand network for Stryker across departments, divisions and geographies.
Work closely with internal stakeholders to identify potential consultants to meet business needs and serve as the sponsor, partnering with Professional Affairs to manage the workflow process and communications
Develop and drive the program execution of strategic site visits to support education and business objectives.
Serve as a liaison between the company and requestors within the requestor community for all educational grant and charitable donation requests, ensuring members of sales are detached from the process.
Proactively communicate corporate guidelines and regulations surrounding educational grant and donations to requestors as well as changes to policies to both internal and external stakeholders.
Collaborate with Commercial Operations and other stakeholders to build and continuously improve upon CRM tools.
Use data and analytics as well as sales leadership assessments to develop customer program strategies that support corporate goals and align customer priorities.
Partner with Legal and Compliance to identify business practices which may be impacted by impending changes to the compliance environment.
Participate in physician medical society, other organizational meetings and Stryker product education events as appropriate.
Share best practices and educate internal and external stakeholders on compliance requirements, policies, procedures and relevant issues as appropriate.
Lead and/or participate in cross-functional and cross-divisional projects and initiatives.
Serve as a resource for managers and peers on cooperative working relationships.
Serve as a leader in the continued development of team members regarding cultural norms and critical thinking skillsets.
Identify and develop executable solutions and strategies for improvements to policies, procedures and project implementation.
Stay abreast of healthcare trends, regulations, national standards, patient care issues and advancements in technology through formal and informal training and development opportunities while sharing best practices with a
Abide by company policies and procedures related to job functions.
Insist on high quality outcomes even when decisions are difficult or unpopular.

Minimum Qualifications:
Bachelor's degree required, Business, Marketing, Healthcare or related field preferred.
Minimum 8 years experience required, medical/clinical/professional education, sales or marketing experience with considerable customer contact preferred; medical device industry experience preferred.
2 years of people management preferred
Ability to prioritize work, collate and report accurate and detailed information.
Must be able to analyze and resolve non-routine issues using independent judgment to achieve desirables.
Willingness to travel, including weekends, up to 60%
Excellent two-way communication skills.
Must be able to analyze and resolve educational inquiries using independent judgement.
Demonstrated ability to work effectively with cross-functional teams.
Demonstrated ability to balance multiple relationships and build stakeholder consensus.
Demonstrated ability to take initiative, learn new concepts/processes and implement improvements to current processes.
Demonstrated attention to detail, quality and organizational skills.
Proficiency in Microsoft Office (Word, Excel, PowerPoint).
Work From Home: Yes
Travel Percentage: 50%
Stryker Corporation is an equal opportunity employer. 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.
Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.