Sr. Product Manager, Customer Asset Management

Intuitive•Sunnyvale, CA

About The 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. We invest in service innovation to deliver value to our customers.The Sr. Product Manager, Customer Asset Management will play a role in Global Services innovation by defining service capabilities and software solutions to better support our customers. To do so, they will work closely with the Field Service team, Services Product Management counterparts, Global Services and Commercial leadership, Product Support Engineering, Technical Support, cross-functional software development teams, and other critical global stakeholders. They will conduct market research, gather internal feedback, identify unmet customer needs, and design new or incremental improvements to Intuitive's Service capabilities, delivery mechanisms, and processes. They will execute upstream tactics for service development and downstream go-to-market tactics for launches to ensure service products that exceed customer and Service expectations. This role offers a unique opportunity to contribute to customer goals, Global Services' goals, and the goals of the product teams.

Requirements

Minimum 8 years professional experience in product management, biomedical engineering, field service, servicing capital equipment/medical devices, or equivalent role
Experience leading software development projects and with end-to-end software product launches
Experience with continuous improvement initiatives, Lean/Six Sigma, or equivalent
Strong track record of leading strategic initiatives from concept through to completion
Formal or informal leadership of cross-functional teams to implement/launch key initiatives
Critical thinking skills, attention to detail, and experience with data-driven decision making
Experience building business cases, using qualitative and quantitative data, to secure funding, resources, project/program support, and contribute to budget planning/negotiations
Excellent collaboration and influencing skills; proven ability to work effectively in a highly cross-functional, matrixed global environment
Exceptional written and verbal communication skills, with ability to develop and present impactful presentations on complex topics for cross-functional audiences (internal and external), director/VP-level leadership, and global stakeholders
Strong results orientation, organizational skills, and project management skills; able to prioritize and manage multiple initiatives and deadlines with attention to detail
Experience investigating and defining complex problems prior to 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
Minimum Bachelor's degree in a related field

Nice To Haves

Knowledge of medical device service operations or healthcare systems is a plus
MBA preferred

Responsibilities

Operate as the Sr. Product Manager for Customer Asset Management, partnering with customers, business partners, and stakeholders to drive Service innovation and ensure efficient, scalable, and customer-centric methods for monitoring, repairing, and maintaining Intuitive's product portfolio
Partner with the Market Intelligence team to perform market research, test hypotheses, and support Service needs with customer experience data
Translate market research and customer insights into product roadmaps that align customer outcomes, the desired Service experience, and business goals
Partner cross-functionally with teams such as Human Factors, Interaction Design, Software Development, Global Public Affairs, and Legal to gain their input on solution analysis, product positioning, requirements, and market research strategy
Collaborate with Global Services leadership to ensure that asset management solutions are aligned with the Global Services operational goals and strategic vision
Create user requirements for software development with input from subject matter experts to ensure consideration for business risks, regulatory considerations, and strategic objectives
Define success metrics and work with analytics teams to monitor product performance and advocate for scalable, efficient solutions aligned with operational and financial goals
Collaborate with product management counterparts and key business partners to drive improvements to service procedure workflows, business systems, and diagnostic/repair tools, improving efficiency and the customer experience
Develop business cases to support Service solution proposals that demonstrate the desirability, viability, and feasibility for the proposed solution. Use proposals to secure support and funding from relevant stakeholders and leadership
Act as a connector and subject matter expert across global teams, ensuring alignment on strategy, execution, and outcomes
Engage in conferences, customer visits, job shadowing, and other relevant activities to build and maintain subject matter expertise and familiarity with Service, customer needs, and strategic opportunities
Develop and track goals for identified priorities. Ensure goals are aligned to business unit goals and corporate objectives
Perform other aligned duties as specified by Global Services leadership