Sr Product Manager, Global Program Services

About This Role

This role involves defining strategy and developing solution roadmaps for Global Services offerings, capabilities, and digital service solutions within Intuitive, a leader in robotic-assisted surgery. The Product Manager will focus on enhancing program services teams, including Customer Service, Customer Success, Customer Training Support, and HCP Engage, to optimize customer experience.

Responsibilities

• Operate as the product manager for program services, ensuring service professionals have necessary resources and tools (including customer portal)
• Maintain deep expertise regarding current methods for delivering program services to identify pain points and opportunities for evolution
• Challenge the status quo for program service delivery, including self-service tools like the customer portal
• Partner with leadership to strategically explore new approaches for delivering program services to drive efficiency and scalability
• Develop a long-term strategic vision for program services capabilities and roadmaps
• Partner with leadership and Product Managers supporting technical services to surface synergistic innovations for remote support and self-service
• Leverage internal and external knowledge (service professionals, customer needs, market intelligence, industry trends) to inform solution and roadmap definition
• Develop business cases for new program service solutions, features, and capabilities for the customer portal and other self-service solutions
• Partner with software engineering, interaction design, and human factors engineering to drive effective solution design decisions
• 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
• Manage goals for identified priorities within program services and the customer portal, ensuring alignment to business and corporate objectives
• Serve as subject matter expert for program services, customer experience, and customer portal for partners
• Engage in conferences, customer visits, and job shadowing to maintain subject matter expertise

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, 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

Qualifications

• Minimum Bachelor’s degree in a related field
• Minimum 8 years professional experience in medical device, medical device services, product management, product development, or equivalent role

Nice to Have

• MBA preferred

Skills

* Required skills

Benefits