Intuitive is hiring a Senior Product Manager, Global Program Services. In this role, you will define the strategy, delivery mechanisms, and tools—including the customer portal—that support our program service teams like Customer Service, Customer Success, Customer Training Support, and HCP Engage. You will develop solution roadmaps based on user feedback and business objectives, serving as a key subject matter expert for customer experience and program services.
What You'll Do
- Operate as the product manager for program services to ensure service professionals have the resources and tools required to effectively support customers.
- Maintain deep expertise regarding current methods for delivering program services to identify pain points and opportunities.
- Challenge the status quo related to current and historical methods for delivering program services, including via self-service tools.
- Partner with leadership to explore new approaches for delivering program services to drive efficiency and scalability.
- Develop a long-term strategic vision for program services capabilities, including medium-term and short-term roadmaps.
- Partner with leadership and Product Managers supporting technical services to surface new, synergistic innovations.
- Leverage knowledge of stakeholders, customer needs, and market intelligence to inform solution and roadmap definition.
- Develop business cases for new program service solutions, features, and capabilities for the customer portal.
- Partner with software engineering, interaction design, human factors engineering, and other internal partners to drive 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.
- Develop and track goals for identified priorities within program services and the customer portal.
- Serve as a program services, customer experience, and customer portal subject matter expert for partners like Service Leadership and marketing teams.
- Engage in conferences, customer visits, and job shadowing to build subject matter expertise.
- Perform other aligned duties as specified by Global Services Leadership.
What We're Looking For
- 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, 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/programs.
- Minimum Bachelor’s degree in a related field required.
Nice to Have
- MBA preferred.
Team & Environment
You will work closely with Customer Service, Customer Success, Customer Training Support, HCP Engage teams, Global Services and Commercial Leadership, cross-functional SW development teams, and Corporate/Regional Marketing.
Benefits & Compensation
- Region 1: $176,300 - $253,700 USD
- Region 2: $149,900 - $215,600 USD
Work Mode
This role is onsite.
Intuitive is an Equal Opportunity Employer. They provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.
