Customer Experience Vendor Manager

At Stryker, we are committed to making healthcare better. 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. 
 
Working cross-functionally with internal stakeholders and external partners, you will help shape scalable customer experience operations that drive quality, efficiency, compliance, and meaningful business impact. This is an exciting opportunity for a strategic, relationship-focused leader who thrives in a dynamic and fast-paced environment. 
 
What will you do: 

• Lead the transition and stabilization of customer experience operations to outsourced vendor partners. 

• Build trusted, collaborative relationships with vendor leadership and internal stakeholders. 

• Monitor and improve vendor performance across SLAs, quality, customer satisfaction, productivity, and compliance metrics. 

• Drive continuous improvement initiatives that enhance customer experience and operational efficiency. 

• Establish strong governance routines, reporting structures, and performance reviews. 

• Partner with Quality, Training, IT, Finance, and Operations teams to align processes and service standards. 

• Ensure compliance with contractual, regulatory, and business continuity requirements. 

• Deliver insightful reporting, recommendations, and strategic support to leadership teams. 

 
What will you need: 
Required: 

• 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. 

 
Preferred: 

• Experience within the South African BPO industry. 

• Knowledge of GDPR, PCI-DSS, or similar compliance frameworks. 

• Experience in healthcare, medical device, or other regulated industries. 

• Familiarity with Oracle or similar enterprise systems. 

• Additional European language skills. 

 
Stryker South Africa is committed to promoting equity, diversity, and an inclusive workplace. We welcome applications from suitably qualified candidates regardless of ethnicity, race, nationality, social origin, gender, disability, age, or sexual identity. Applications will be considered in line with our Employment Equity Plan.