Director, Global Services Program Management

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Primary Function of Position:

The Service Program Management team (SPMO) is responsible for managing project portfolios and serviceability through the Global Services Business Unit (BU). SPMO is focused on delivering differentiated value through customer experience excellence and a “patient first, always” mindset. The Services Project Management organization delivers deeply collaborative, technical and cross-functional project management expertise across three core roles:

New Product Development (NPD)/New Product Introduction (NPI): Upstream Influence on Serviceability:

• Drive Serviceability understanding and incorporation into new product/platform requirements
• Ensure service considerations are made early/often, with strong influence of upstream decision makers

NPD/NPI: Serviceability requirement execution

• Ensure serviceability requirements are built into products throughout their phases of development 

Ensure downstream impacts to product serviceability and Global Services BU are considered when making critical design and business tradeoffs Product Launch / In-Field Expertise 

• Help mitigate/manage the impact of service challenges for products as they come to market or are in the field
• Drive continuous improvements of serviceability for in-market products
• Ensure service considerations are well integrated into global product end-of-life (EOL) planning to ensure smooth customer transitions to the latest technology

Roles & Responsibilities:

Program & Project Management Excellence

• Share deep functional expertise in program and project management, with a demonstrated ability to apply and teach best practice.
• Process owner for Intuitive Global Services BU portfolio; defines & maintains portfolio management processes to predictably execute a combination of new product introductions and BU strategic initiatives in alignment with corporate and BU strategy.
• Provide functional, strategic, and tactical leadership to project teams responsible for incorporating serviceability into new product introductions (NPI), key operational strategic objectives, and field actions/recalls.
• Passionate about the customer experience and the role improved product serviceability plays in driving customer and business outcomes.

Operational Excellence

• Identify and scale program & project management “best practices” to ensure proven successful business processes, tools and behaviors are adopted and performed reproducibly for a consistent project outcome and customer experience.
• Identify and solidify staffing plans to ensure resource needs are identified and prioritized against highest priority serviceability and organizational needs.
• Set aggressive targets for team and business output improvement, establish plans to achieve those objectives, and measure performance to plan.
• Develop, track, and report project cost and spending on periodic basis on a budgeted / planned vs actual basis.
• Drive execution of domestic & global service strategies, assumptions, business opportunities.

Team Leadership & People Development

• Lead a high-performing functional team of program & project managers responsib