Customer Experience Vendor Manager at Stryker - New Zealand

Cape Town, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

02 Sep, 26

Salary

0.0

Posted On

04 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Vendor Management, Operational Excellence, Stakeholder Management, SLA Monitoring, KPI Management, Workforce Planning, Quality Management, Financial Acumen, Budget Management, Microsoft Excel, Microsoft PowerPoint, Contact Center Operations, Governance, Compliance, Strategic Leadership, Continuous Improvement

Industry

Medical Equipment Manufacturing

Description

Work Flexibility: Not available At Stryker, we are committed to making healthcare better. The Customer Experience Vendor Manager plays a critical role in delivering exceptional customer experiences through strong third-party service partnerships. This role leads vendor performance, operational excellence, and continuous improvement initiatives while fostering a collaborative, high-performing culture aligned to Stryker’s values. Working cross-functionally with internal stakeholders and external partners, you will help shape scalable customer experience operations that drive quality, efficiency, compliance, and meaningful business impact. This is an exciting opportunity for a strategic, relationship-focused leader who thrives in a dynamic and fast-paced environment. What will you do: Lead the transition and stabilization of customer experience operations to outsourced vendor partners. Build trusted, collaborative relationships with vendor leadership and internal stakeholders. Monitor and improve vendor performance across SLAs, quality, customer satisfaction, productivity, and compliance metrics. Drive continuous improvement initiatives that enhance customer experience and operational efficiency. Establish strong governance routines, reporting structures, and performance reviews. Partner with Quality, Training, IT, Finance, and Operations teams to align processes and service standards. Ensure compliance with contractual, regulatory, and business continuity requirements. Deliver insightful reporting, recommendations, and strategic support to leadership teams. What will you need: Required: Bachelor’s degree in Business, Logistics, Operations, or related field. 5+ years of experience managing outsourced customer service operations or vendor partnerships. Experience leading operational transitions and vendor governance programs. Strong understanding of contact center operations, SLAs, KPIs, workforce planning, and quality management. Strong stakeholder management, communication, and influencing skills. Financial and commercial acumen, including budget and invoice management. Advanced Microsoft Office skills, particularly Excel and PowerPoint. Fluent English language skills. Preferred: Experience within the South African BPO industry. Knowledge of GDPR, PCI-DSS, or similar compliance frameworks. Experience in healthcare, medical device, or other regulated industries. Familiarity with Oracle or similar enterprise systems. Additional European language skills. Stryker South Africa is committed to promoting equity, diversity, and an inclusive workplace. We welcome applications from suitably qualified candidates regardless of ethnicity, race, nationality, social origin, gender, disability, age, or sexual identity. Applications will be considered in line with our Employment Equity Plan. Travel Percentage: None Stryker is one of the world’s leading medical technology companies and, together with its 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! For more information, visit: www.stryker.com Work Flexibility Remote – Role allows you to work the majority to 100% of time from an alternate workplace. These roles could have travel expectations, and you must work within the country of the job requisition location. Field-based – You can expect to regularly work a majority to 100% of time at customer facilities and has a set territory or expectation to travel within a set boundary. Almost all sales roles would likely be qualified as field-based. Onsite – Role is 100% located at a Stryker facility. Some ad hoc flexibility may be available depending on role, level, and job requirements. Manufacturing roles and any role that requires physical presence at the office would qualify under this category. Hybrid – You can expect to regularly work in both an alternate workplace and a Stryker facility. Roles that are partially remote or co-located would qualify as hybrid, and the expectation to be onsite would be defined and agreed upon by your manager/supervisor.

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Responsibilities

Lead the transition and stabilization of customer experience operations to outsourced vendor partners while monitoring performance via SLAs and KPIs. Drive continuous improvement initiatives and establish governance routines to ensure operational efficiency and compliance.