Product Manager, Digital Tech Support

Intuitive•Sunnyvale, CA

10d

About The Position

The Product Manager, Digital Technical Support (DTS) helps define service capabilities and software strategy for Intuitive’s Global Service innovation. The role partners with the DTS team and stakeholders across Services Product Management, Global Services and Commercial leadership, Product Support Engineering, Technical Solutions Consultants, Digital Implementation, Technical Support Engineering, software development, and distributor service leadership. The Product Manager researches markets and gathers internal and customer feedback to identify unmet needs and opportunities to improve DTS capabilities, delivery mechanisms, processes, and service software. The role converts these insights into roadmaps and product requirements that align customer outcomes, the desired DTS experience, and business goals. It also develops business cases for proposed capabilities and features, works with leadership to secure support and funding, and contributes DTS expertise to service and product-development work. The position supports DTS during product launches, gathers and prioritizes feedback, maintains subject-matter expertise through activities such as conferences, customer visits, and job shadowing, and develops and tracks goals aligned with business-unit and corporate objectives.

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.
Formal or informal leadership of cross-functional teams to implement or launch key initiatives.
Experience building business cases using qualitative and quantitative data to secure funding, resources, and project or program support, and to contribute to budget planning or negotiations.
Exceptional written and verbal communication skills, including the ability to develop and present impactful presentations on complex topics to cross-functional internal and external audiences, director- and VP-level leadership, and global stakeholders.
Strong results orientation, organizational skills, and project-management skills, including the 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 approach and awareness to proactively seek advice when needed.
Strong knowledge of the MS Office product suite.
Bachelor’s degree or higher in a related field.

Nice To Haves

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

Responsibilities

Serve as the Product Manager for Digital Technical Support, partnering with business stakeholders to drive innovation and efficient, scalable, customer-centric support for Intuitive’s digital product portfolio.
Maintain expertise in current DTS service-delivery methods and identify pain points, inefficiencies, and opportunities for improvement.
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 teams to improve service-delivery software, efficiency, and customer experience.
Develop business cases for new features, capabilities, and service technology, demonstrating desirability, viability, feasibility, and return on investment.
Partner with leadership to secure stakeholder and leadership 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 and familiarity with DTS, customer needs, and strategic opportunities 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 as specified by Global Services Leadership.