Manager, Customer Liaison

Manager, Customer Liaison

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that's reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.

Your unique talents will help patients on their journey to wellness.

Key Responsibilities

Operational Leadership

• Lead the execution and ongoing management of the DS Surgeon Alliance operating model.
• Translate enterprise strategy into repeatable, sustainable operational processes and workflows.
• Drive organizational alignment and ensure consistent adoption across business functions.
• Identify and implement opportunities to improve efficiency, effectiveness, and operational excellence.
• Maintain documentation, standards, and governance processes supporting the Alliance program.

Cross-Functional Collaboration

• Serve as the primary point of contact for DS Surgeon Alliance members and the operational liaison for internal stakeholders.
• Coordinate engagement activities across commercial, marketing, medical affairs, professional education, and other key functions.
• Manage onboarding processes and execution of Tier 1 Alliance activities.
• Facilitate governance meetings, annual planning sessions, and stakeholder feedback reviews.
• Ensure timely communication, alignment, and execution of Alliance-related initiatives.

Surgeon Partnership Experience

• Deliver a consistent, high-quality experience for Alliance members across all interactions and touchpoints.
• Partner with business teams to develop and coordinate annual engagement plans and strategic partnership activities.
• Support surgeon relationship management, development planning, and long-term partnership growth.
• Identify opportunities to enhance member engagement, satisfaction, and value creation.

Performance Management & Business Operations

• Monitor key performance indicators (KPIs) and program performance metrics.
• Analyze operational data to generate business insights and actionable recommendations.
• Develop reporting and dashboards to support decision-making and program oversight.
• Support the implementation of new tools, technologies, and operational capabilities.
• Track progress against strategic objectives and identify areas for continuous improvement.

Qualifications

Required

• Bachelor's degree in Business, Marketing, Healthcare Administration, Life Sciences, or related field.
• Experience leading complex cross-functional programs, projects, or business initiatives.
• Strong project management, organizational, and operational execution skills.
• Proven ability to influence and collaborate across multiple functions and levels of an organization.
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical and problem-solving capabilities.

Preferred

• Experience within healthcare, medical devices, orthopedics, or a highly regulated industry.
• Experience managing professional partnerships, advisory boards, customer engagement programs, or key opinion leader (KOL) initiatives.
• Familiarity with business planning, governance structures, and performance measurement systems.