Sr Product Mgr, Global Program Services

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Job Description

Primary Function of Position

At Intuitive, the needs of our customers are a key driver in our approach to service innovation. Within Global Services Product Management, we build deep understanding of customer needs by working closely with them to assess strengths and opportunities. We incorporate these insights into our Global Service offerings, capabilities, and digital service solutions.

The Product Manager, Global Customer Experience Services will play a role in Global Services innovation by defining strategy, delivery mechanisms, tools (including the customer portal), etc. that support our program service teams, including Customer Service, Customer Success, Customer Training Support, and HCP Engage. This role will work closely with these teams, Global Services and Commercial Leadership, cross-functional SW development teams, and Corporate/Regional Marketing. The Product Manager will develop solution roadmaps and continuously iterate on those roadmaps based on user feedback, emerging customer and service team needs, and business objectives.

Responsibilities for this role include both upstream and downstream activities. Upstream, the Product Manager will create proposals to enhance or develop new service capabilities, draft business cases to support those proposals, and define requirements for delivery. Downstream, they will consult on end-user training curriculum and marketing opportunities, as a subject matter expert on the customer experience and program services, to drive value messaging for program services and adoption and utilization of the Customer Portal.

The Product Manager will understand the Global Services technology, Intuitive products, and associated capabilities. This role offers a unique opportunity to contribute to goals set forth by Global Services Leadership and product teams.

Essential Job Duties 

• Operate as the product manager for program services to ensure service professionals within the Customer Service, Customer Success, Customer Training Support, and HCP Engage teams have the resources and tools (including customer portal) required to effectively and efficiently support customers

• Maintain deep expertise regarding current methods for delivering program services to build a clear picture of the pain points, inefficiencies, and opportunities to evolve these processes

• Challenge the status quo as it relates to the current and historical methods for delivering program services, including delivery via self-service tools, such as the customer portal

• Partner with leadership to critically and strategically explore new approaches for delivering program services to drive efficiency and scalability for growth and to differentiate between capabilities provided to all customers versus to customers who are on a service contract

• Develop a long-term strategic vision for program services capabilities, including development of medium-term and short-term roadmaps for planned development in support of that vision

• Partner with leadership and the Product Managers who support technical services to surface new, synergistic innovations for remote support and self-service capabilities

• Leverage the knowledge of service professionals/internal stakeholders, customer needs, and market intelligence, and research industry trends/benchmarks, to outline challenges and opportunities and to inform solution/roadmap definition and design

• Develop business cases for new program service solutions, features and capabilities for the customer portal, and other self-service solutions that demonstrate the desirability, viability, and feasibility for the proposed solution.

• Partner with software engineering, interaction design engineering, human factors engineering, and other internal partners to drive effective solution design decisions, including customer portal

• Develop and execute global launch plans for program service and customer portal capabilities

• Define and establish performance metrics to quantify the impact of deployed solutions

• Develop and track goals for identified priorities within program services and the customer portal, and ensure goals are aligned to business unit goals and corporate objectives

• Serve as a program services, customer experience, and customer portal subject matter expert for our partners such as the Service Leadership, product business units, training, and marketing teams

• Engage in conferences, customer visits, job shadowing, and other relevant activities to build and maintain subject matter expertise and familiarity with Global Services, customer needs, and strategic opportunities

• Perform other aligned duties as specified by Global Services Leadership

Qualifications

Required Skills and Experience

• Minimum 8 years professional experience in medical device, medical device services, product management, product development, or equivalent role

• Experience with product management, continuous improvement initiatives, Lean/Six Sigma, or equivalent

• Experience building business cases, using qualitative and quantitative data, to secure funding, resources, or project/program support

• Experience investigating and defining complex problems prior to solution development

• Experience with market research, voice of customer feedback, voice of service feedback, or equivalent

• Formal or informal leadership of cross-functional teams to implement/launch key initiatives

• Critical thinking skills, attention to detail, and experience with data-driven decision making

• Ability to develop and present impactful presentations for cross-functional audiences (internal and external), director/VP-level leadership, and global stakeholders

• Ability to build relationships and partner closely with key stakeholders

• Excellent written and verbal communication skills

• Results orientation with ability to prioritize and manage multiple initiatives and deadlines

• Self-directed with awareness to proactively seek advice when needed

• Strong knowledge of the MS Office product suite

• Strong track record of leading strategic initiatives from concept through to completion; contributes to budget, resource and financial planning for projects /program

Required Education and Training

• Minimum Bachelor’s degree in a related field required

Preferred Skills and Experience

• MBA preferred

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes. 

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.