Job Description

At Stryker Orthopedics, our Customer Experience team lives our Mission every day by ensuring our life-changing implants are delivered to customers for surgeries all across the country. If you enjoy helping people, solving problems, teaching others, and have a passion making healthcare better all while working at a company listed as 8 of the Fortune 100 Best Companies to Work For then this could be the last job posting you ever need to read.

As the Corporate Trainer/Instructional Designer, you will be responsible for new hire onboarding and training, development and delivery of training focused on continued development of customer service reps (CSR), monitoring and evaluating the quality and effectiveness of interactions, providing coaching to CSRs and monitoring performance metrics to identify continuous improvement opportunities. We are currently seeking a Corporate Trainer/Instructional Designer to join our Orthopedics Customer Experience team based in Flower Mound, TX or remotely anywhere within the United States.

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.

Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvement in functions.

Goal-oriented developers. Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions.

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

What you will do

The environment and culture for this role is fast-paced and youll be empowered to build a best-in-class Customer Experience training program from scratch. It requires critical and dynamic thinking while maintaining strong relationships your internal partners. The success of our team has occurred despite the lack of a training program but as we grow and evolve, the Customer Service Trainer will play a key role by ensuring our team knows what is expected each day.

* Building and maintaining a curriculum to ensure consistent onboarding of Customer Service Representatives
* Partnering with leaders and process experts to train on evolving standards
* Conducting in-person and virtual trainings
* Forging relationships and mentorships with co-workers across the country
* Develop and deliver a best-in-class onboarding program to allow for onboarding new Customer Service Representatives virtually

What you need

* 3+ years of relevant experience (preferably in a call center environment as an Instructional Designer/Trainer)
* Bachelors Degree in business or other relevant field of study
* Possess strong knowledge of talent management, adult learning principles, curriculum development, training needs assessment, and modern training solutions
* Experience in assessing needs, developing content and building training programs using a variety of mediums
* Willingness to learn new systems, processes, ways of working to support the CSR team and create and delivery training content
* Experience with providing effective coaching and feedback
* Excellent interpersonal, verbal and written communication skills

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