Technical Support Operations Manager - Remote

Work Flexibility: Remote

Who We Want

Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes - finding ways to simplify, standardize and automate.

Self-directed initiators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.

Strategic thinkers. People who enjoy analyzing data or trends for the purposes of planning, forecasting, advising, budgeting, reporting, or sales opportunities.

What You Will Do

As our Technical Support Operations Manager, you will help drive operational excellence and program governance within the Vocera Technical Support organization. Successful candidates will thrive in a fast paced, dynamic environment as they manage multiple Support activities including:

• Providing project management support and governance to all strategic Technical Support initiatives.
• Coordination and oversight of Tech Support staff internal meetings and communications
• Engaging with other cross functional teams in Engineering, Professional Services and Sales as needed to drive operational efficiency and process improvement
• Actively lead process blueprinting activities with Technical Support personnel
• Assist in the capture and reporting of Technical Support KPI's and global metrics
• Partner with Support leaders and actively seek opportunities for tools and process automation
• Provide project/program management support to the Vocera Technical Support organization
• Collaborate with senior support leaders in the project delivery of strategic support initiatives
• Engage with project stakeholders to develop and manage project plans, outlining task milestones, dependencies, resources, due dates, etc.
• Develop and manage detailed project Gantt chart. Analyze critical path, major work streams, and intersecting milestones. Analyze and call our resource dependencies and constraints
• Participate in Support strategy discussions to prioritize project delivery on a quarterly basis
• Builds successful working relationships within Technical Support, Engineering, Professional Services and other internal customers.

What You Will Need

• BS or equivalent and 6+ years of work experience required
• Proven track record in implementing business systems and process improvement initiatives
• Experience managing large multi-discipline projects for clients
• Excellent analytical and project management skills
• Healthcare experience preferred
• Salesforce experience preferred
• Knowledge of Agile framework/methodologies preferred
• PMP or equivalent preferred

• $95,100 - $204,000 salary plus bonus eligible + Benefits (Health, Vision, Dental, 401K, Tuition Reimbursement, Employee Assistance Program, Wellbeing Program, Employee Stock Purchase Program). This information reflects the anticipated salary range for this position based on current national data. Actual minimum and maximum may vary based 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.