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 engineeri