Supervisor, Customer Care (Hybrid)

Stryker • Flower Mound, TX

12d • $77,700 - $168,400 • Hybrid

About The Position

Oversee a Customer Care team responsible for order management, customer quotes, service issue resolution, and operational support. The role combines people leadership, operational oversight, and process improvement to deliver exceptional customer outcomes and drive continuous improvement in partnership with other parts of the business.

The position is hybrid and includes 10% travel.

Requirements

• Bachelor’s degree or 6 years of relevant experience in lieu of a bachelor's degree.
• Minimum 4 years of customer service or related experience.
• Demonstrated ability to supervise, coach, engage, and develop team members.

Nice To Haves

• Experience supervising, coaching, or developing employees in a customer-facing or operational environment.
• Experience with Salesforce, SAP, Genesys, or similar systems.

Responsibilities

• Lead daily operations of a Customer Care team supporting customer quotes, order management, returns, and service-related transactions.
• Monitor customer service, operational, and productivity metrics; identify trends and risks and drive performance improvements.
• Manage customer and system-related escalations, ensuring timely resolution of order, billing, and service issues.
• Forecast staffing needs, align team schedules with business demand, and adjust workload distribution to maintain service levels.
• Coach and develop team members through onboarding, training, performance discussions, feedback, and career development planning.
• Partner with Sales, Finance, Operations, Service, Supply Chain, and Manufacturing to resolve customer-impacting issues and improve business processes.
• Drive continuous improvement initiatives to enhance efficiency, customer satisfaction, and the employee experience.
• Translate business changes, system updates, and process enhancements into actionable team procedures while identifying and escalating operational risks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager