Sr Product Mgr, Global Program Services

Intuitive•Sunnyvale, CA

21h

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. The Product Manager, Global Customer Experience Services will play a role in Global Services innovation by defining strategy, delivery mechanisms, tools (including the customer portal), etc. that support our program service teams, including Customer Service, Customer Success, Customer Training Support, and HCP Engage. This role will work closely with these teams, Global Services and Commercial Leadership, cross-functional SW development teams, and Corporate/Regional Marketing. The Product Manager will develop solution roadmaps and continuously iterate on those roadmaps based on user feedback, emerging customer and service team needs, and business objectives. Responsibilities for this role include both upstream and downstream activities. Upstream, the Product Manager will create proposals to enhance or develop new service capabilities, draft business cases to support those proposals, and define requirements for delivery. Downstream, they will consult on end-user training curriculum and marketing opportunities, as a subject matter expert on the customer experience and program services, to drive value messaging for program services and adoption and utilization of the Customer Portal. The Product Manager will understand the Global Services technology, Intuitive products, and associated capabilities. This role offers a unique opportunity to contribute to goals set forth by Global Services Leadership and product teams.

Requirements

Minimum 8 years professional experience in medical device, medical device services, product management, product development, or equivalent role
Experience with product management, continuous improvement initiatives, Lean/Six Sigma, or equivalent
Experience building business cases, using qualitative and quantitative data, to secure funding, resources, or project/program support
Experience investigating and defining complex problems prior to solution development
Experience with market research, voice of customer feedback, voice of service feedback, or equivalent
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
Ability to develop and present impactful presentations for cross-functional audiences (internal and external), director/VP-level leadership, and global stakeholders
Ability to build relationships and partner closely with key stakeholders
Excellent written and verbal communication skills
Results orientation with ability to prioritize and manage multiple initiatives and deadlines
Self-directed with awareness to proactively seek advice when needed
Strong knowledge of the MS Office product suite
Strong track record of leading strategic initiatives from concept through to completion; contributes to budget, resource and financial planning for projects /program
Minimum Bachelor’s degree in a related field required

Nice To Haves

MBA preferred

Responsibilities

Operate as the product manager for program services to ensure service professionals within the Customer Service, Customer Success, Customer Training Support, and HCP Engage teams have the resources and tools (including customer portal) required to effectively and efficiently support customers
Maintain deep expertise regarding current methods for delivering program services to build a clear picture of the pain points, inefficiencies, and opportunities to evolve these processes
Challenge the status quo as it relates to the current and historical methods for delivering program services, including delivery via self-service tools, such as the customer portal
Partner with leadership to critically and strategically explore new approaches for delivering program services to drive efficiency and scalability for growth and to differentiate between capabilities provided to all customers versus to customers who are on a service contract
Develop a long-term strategic vision for program services capabilities, including development of medium-term and short-term roadmaps for planned development in support of that vision
Partner with leadership and the Product Managers who support technical services to surface new, synergistic innovations for remote support and self-service capabilities
Leverage the knowledge of service professionals/internal stakeholders, customer needs, and market intelligence, and research industry trends/benchmarks, to outline challenges and opportunities and to inform solution/roadmap definition and design
Develop business cases for new program service solutions, features and capabilities for the customer portal, and other self-service solutions that demonstrate the desirability, viability, and feasibility for the proposed solution. Partner with software engineering, interaction design engineering, human factors engineering, and other internal partners to drive effective solution design decisions, including customer portal
Develop and execute global launch plans for program service and customer portal capabilities
Define and establish performance metrics to quantify the impact of deployed solutions
Develop and track goals for identified priorities within program services and the customer portal, and ensure goals are aligned to business unit goals and corporate objectives
Serve as a program services, customer experience, and customer portal subject matter expert for our partners such as the Service Leadership, product business units, training, and marketing teams
Engage in conferences, customer visits, job shadowing, and other relevant activities to build and maintain subject matter expertise and familiarity with Global Services, customer needs, and strategic opportunities
Perform other aligned duties as specified by Global Services Leadership