Customer Experience Vendor Manager

Role Overview

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.

What You Will Do

Lead the transition and stabilization of customer experience operations to outsourced vendor partners, monitor and improve vendor performance, drive continuous improvement initiatives, and ensure compliance with contractual, regulatory, and business continuity requirements.

Why It Might Be a Fit

This is an exciting opportunity for a strategic, relationship-focused leader who thrives in a dynamic and fast-paced environment. The ideal candidate will have experience managing outsourced customer service operations or vendor partnerships, strong stakeholder management, communication, and influencing skills, and financial and commercial acumen.

Requirements

• 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