Director Digital Implementation

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 Director of Digital Implementation will drive all digital solution activations and implementations for Intuitive.  Hire, onboard and develop a team of implementation engineers with a dotted line and high collaboration to technical solution specialist and digital training teams. 

Essential Job Duties

• Coordinate all IT, architecture and review through customer go-live training on digital solutions
• Increase efficiencies and effectiveness of activations though process improvement
• Work with IT stakeholders and build key customer reference sites to understand process better
• Coordinate all activities of the Technical Support team.
• Train and onboard any new individuals and set the standards
• Liaison for entire digital commercial team by being highly integrated with the rest of commercial organization. 
• Demonstrated ability to partner with various stakeholders in order to develop solutions that work across departments and the customer base
• Communicates the value of Digital Services to all levels of hospital personnel including c-suite clinical, information technology, and financial hospital executives
• Improve customer experience measured through increased NPS score
• Can provide clear focus on the vital few and hold the team accountable. 
• Drive on a timeline and hold teams accountable
• Devise strategies to leverage customer service events to support broader corporate aims
• Communicates to executives, IT stakeholders and surgeons with the utmost professionalism and meets the expectations of Intuitive customer engagement standards. 

Qualifications

Required Skills and Experience (Specific skills, knowledge, and experience that an individual must possess in order to successfully perform in job)

• 7-10 years of direct people management and leadership
• Demonstrated success leading development, execution and measurement of field-based deployment strategies
  • Demonstrated ability to partner in establishing and managing organizational budgets and allocate resources to highest priority, highest ROI activities
  • Ability to solve for problems and quickly get to the root of the problem
  • Cross functional experience – ability to cross over multiple business units
  • Demonstrated ability to speed up timelines without compromising quality
  • Ability to lead with a One Team mindset, consistently seeking to create continuity and cohesion across teams and breaking down divisions
  • Sense of urgency in addressing implementation issues, and takes initiative in providing proactive & frequent communication to the customer/team around issue dynamics (what happened, what's required to fix), even when a solution is not yet clear
  • Effectively and proactively communicates the value of Digital Services to all levels of hospital personnel including c-suite clinical, information technology, and financial hospital executives
  • Consistently demonstrates knowledge of and communication around the broader context around how service activities are connected to the hospital environment (e.g. block time management, hospital staffing trends, high-utilization robotics programs, information and medical imaging policies
  • Proven ability to work across