Senior Manager, Supportability & Escalations

Work Flexibility: Remote or Hybrid or Onsite

As a Senior Manager of Supportability and Escalations, you will lead a team of seasoned Stryker Vocera product support experts with extensive experience in product design, architecture, and the understating foundational technology stack. You will lead initiatives and programs that drive large-scale transformation across Technical Support organizations. In this role, you are in a leadership position within the Global Technical Support organization - to partner with R&D Engineering, Product Management, Professional Services, Technical Support, Sales, and Customer Success teams to ensure all internal organizations are ready for product releases. In this role, you will lead and oversee the global critical incident management team responsible for resolving complex customer issues. Additionally, you will create a robust, data-driven model to isolate top case (support and engineering) drivers and lead continuous improvement initiatives to reduce this work for the teams and customers. The Senior Manager of Supportability and Critical Escalations is the point person for leading strategic-level goals and outlining the execution plans to achieve them. Employing both a strategic focus and a tactical approach is a must in this role. The individual in this role will be critical in delivering a wide range of initiatives - from small, quick wins to lengthy and complex programs.

Who we want:

We are searching for a dynamic leader and a professional with expertise in Technical Support in a high-growth enterprise support organization with experience in a SaaS and agile environment. We're looking for leaders apt at building a high-performance culture in the organization, a strong change management experience, strong business acumen, and experience in the customer service/support field.

What you will do:

• You will build and lead the Supportability and Critical Incident Management Team(s).
• Own and drive strategic direction for both Supportability and Release Readiness framework.
• Develop and execute a customer-facing global critical incident management strategy and framework to ensure consistent and efficient handling of customer issues across regions.

• Advocate for customer needs within the organization and drive initiatives to address systemic problems.
• Establish escalation management policies and procedures to streamline the resolution process.
• Lead monthly cross-functional Executive meetings on key Supportability opportunities leveraging strong data analytics.
• Partner with Support Delivery, Engineering, Product Management, Sales, and Professional Services to ensure alignment on new releases and improvement opportunities.
• Lead and mentor a senior team of high performing escalation managers and specialists in multiple regions.

• Provide Business leadership on key projects and manage various initiatives within and beyond. Support across multiple teams, taking a hands-on and proactive approach to unblock progress, introduce efficiencies, and provide workflow solutions.
• Anticipate and mitigate risks - by closely involving teams' goals and challenges, applying past experience, and considering the big picture.
• Drive optimum customer and TSE experience and help deliver on all targets such as Customer Satisfaction, Quality, Productivity, Response & Resolution times.
• Drive operational excellence in the function and provide leadership oversight to enable process optimization, execution methodology and framework, etc.
• Lead Technical Support and interface effectively with cross-functional teams and customers.

• Lead strategic initiatives that impact the tactical approach to customer support and influence policies, workflows, and performance standards.

What you need:

• Bachelors Degree or 6+ years additional equivalent work experience.
• A total of 10+ years of industry experience with strong exposure to Customer Support in a software, SaaS, or systems development environment.
• 5+ years of experience in escalation management, customer support, or a related role in a leadership position.

• Strong leadership skills: ability to influence without authority. Strong technical aptitude/affinity; experience working with software, test, and/or system engineers.
• Thrives in a fast-paced environment with a high rate of change.
• Excellent verbal and written communication; skilled with communication at all levels.
• Solid understanding of Customer Support, including processes like Case Handling, Case Reviews, Follow-the-sun, escalation processes, 3rd party support processes, CSAT/DSAT Reviews, Global queue management, escalations, language support, and more.
• An understanding of multi-tenant SaaS, single-tenant, and DevOps software environments; experience in managing organizations through the transition between these environments

• Good technical knowledge of the following concepts

• Experience with building and delivering services at scale, leveraging distributed systems architectures.
• Strong skills with some of the back-end technologies we use: PHP, NodeJS, Typescript, MongoDB, message queuing systems or Kubernetes.
• Technical knowledge of networking technologies and protocols, such as TCP/IP, VLAN, DNS, DHCP, VPN, etc.

• SaaS experience: Salesforce, Netsuite, Workday

• Six Sigma Green or Black Belt Certification preferred.

#IND1

$109,500 - $232,900 salary plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

Travel Percentage: 10%

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.