Product Manager, Digital Tech Support

Intuitive•Sunnyvale, CA

5h•$125,500 - $212,400•Onsite

About The Position

The Product Manager, Digital Technical Support (DTS) helps define service capabilities and software solution strategy for Intuitive’s DTS team as part of Global Service innovation. The role collaborates with DTS, Services Product Management, Global Services and Commercial Leadership, engineering and design teams, technical support organizations, distributor service leadership, and other global stakeholders. It identifies unmet customer and service-team needs through market research and internal feedback, then shapes improvements to DTS capabilities, delivery mechanisms, and processes. The Product Manager translates customer and service insights into roadmaps, defines requirements for service solutions and software, and partners with development teams to improve service-delivery tools and the customer experience. The role also develops data-informed business cases and goals, supports product launches, and serves as a DTS subject matter expert for Global Services and product development. The position is onsite weekly, with the percentage of onsite work determined by the leader.

Requirements

At least 5 years of professional experience in product management, digital product support, digital product/software engineering, software quality engineering, or an equivalent role.
Experience with product management, continuous improvement initiatives, Lean/Six Sigma, or equivalent.
Critical-thinking skills, attention to detail, and experience with data-driven decision-making.
Experience formally or informally leading cross-functional teams to implement or launch initiatives.
Experience building business cases using qualitative and quantitative data to secure funding, resources, project or program support, and contribute to budget planning or negotiations.
Exceptional written and verbal communication skills, including presenting complex topics to cross-functional internal and external audiences, director/VP-level leadership, and global stakeholders.
Strong results orientation, organizational and project-management skills, and ability to prioritize and manage multiple initiatives and deadlines with attention to detail.
Experience investigating and defining complex problems before solution development.
Experience with market research, voice-of-customer feedback, voice-of-service feedback, or equivalent.
Self-directed, with awareness to proactively seek advice when needed.
Strong knowledge of the MS Office product suite.
Bachelor’s degree or higher in a related field.
Ability to meet any vaccination requirements that Intuitive and/or its customers may require for the role.
The position may be subject to U.S. export-control requirements; where applicable, a final offer is contingent on obtaining an approved export license and/or executing a Technology Control Plan before the start date.

Nice To Haves

Knowledge of medical device service operations or healthcare systems.
MBA.

Responsibilities

Operate as the Product Manager for DTS, partnering with business partners and stakeholders to drive innovation and ensure efficient, scalable, customer-centric support for Intuitive’s digital product portfolio.
Maintain expertise in current DTS delivery methods and identify pain points, inefficiencies, and opportunities to evolve support capabilities.
Translate DTS feedback, customer insights, and market research into roadmaps aligned with customer outcomes, the desired DTS experience, and business goals.
Develop user and product requirements for existing and planned service solutions and software.
Partner with software engineering, interaction design engineering, human factors engineering, and other internal partners to improve service-delivery software, efficiency, and customer experience.
Develop business cases for new features, capabilities, and service technology, demonstrating desirability, viability, feasibility, and ROI; partner with leadership to secure stakeholder support and funding.
Support Global Services and product development as a DTS subject matter expert.
Engage with the DTS team during product launches to gather, prioritize, and act on feedback about DTS service solutions and software.
Build and maintain subject matter expertise through conferences, customer visits, job shadowing, and other relevant activities.
Partner with leadership on market research to test hypotheses and support DTS needs with customer experience data.
Develop and track goals for identified priorities, ensuring alignment with business-unit goals and corporate objectives in partnership with leadership.
Perform other aligned duties specified by Global Services Leadership.