Work Flexibility: Hybrid
Senior Manager - Customer & Technical Operations Medical - ANZ & East Asia
About Stryker
At Stryker, we are driven to make healthcare better. As a global leader in medical technologies, we partner closely with clinicians and hospitals to deliver innovative solutions that improve patient care, safety, and outcomes. Our teams are responsive, determined, and energized by the opportunity to make a meaningful impact every day.
The Role
This newly created regional leadership role sits at the centre of Stryker Medical’s growth across APAC, with responsibility spanning Australia, New Zealand, and East Asia. As Senior Manager, Customer & Technical Operations, you will shape how we deliver seamless customer experiences and compliant, high‑performing technical services across a diverse, fast‑growing region. You’ll join the Medical APAC Leadership Team and play a critical role in enabling commercial success through operational excellence.
What You Will Do
- Lead Customer Operations and Technical/Field Service teams across ANZ and East Asia, delivering end‑to‑end order fulfilment and after‑sales service aligned with regional strategy.
- Establish and standardise regional processes, policies, and governance to improve service levels, compliance, and scalability.
- Own demand and supply planning cadence, ensuring accurate forecasting, on‑time delivery performance, and transparent order status reporting to commercial teams.
- Define, track, and improve regional operations metrics, including service response time, repair turnaround time, first‑time fix rate, and distributor performance.
- Direct Field Service strategy and resourcing, maintaining compliance with ISO 13485 and AS/NZS 3551 and ensuring safe, effective service delivery.
- Manage Customer Operations and Field Service budgets and cost centres, forecasting accurately and delivering against financial targets.
- Act as the senior escalation point for complex operational, service, or supply issues, mitigating risk and protecting customer relationships.
- Build, develop, and succession‑plan geographically dispersed leaders and teams, embedding a high‑performance, customer‑centric culture.
What You Will Need
Required Qualifications
- Tertiary qualification at bachelor’s level in Business, Engineering, Supply Chain, or a related discipline.
- Minimum 8 years of experience leading Customer Operations, Supply Chain, and/or Field Service functions, including multi‑country responsibility.
- Minimum 5 years of experience managing teams with direct accountability for operational and commercial results.
- Experience working within a regulated industry environment, including medical devices.
Preferred Qualifications
- Formal certification in Lean, Six Sigma, APICS, or project management.
- Experience operating with enterprise ERP or planning systems such as JDE or equivalent.
Why You Will Love It Here
You’ll step into a role with true regional influence, the opportunity to build and shape ways of working, and the backing of a global organization that invests in its leaders. At Stryker, you’ll be empowered to make decisions, develop high‑performing teams, and see the direct impact of your work on healthcare outcomes across APAC.
Apply today!
Travel Percentage: 20%
