Manager US Customer Service

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life‑enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. As a pioneer and market leader in robotic‑assisted surgery, we foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

We believe great ideas can come from anywhere, and we lead with inclusion, empowering team members to do their best work as their most authentic selves.

As part of the Customer Services Team, you will provide front‑line help to our customers’ concerns in a fast‑paced and dynamic environment while promoting customer advocacy through actions. Your responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to partnering with counterparts across the business to develop scalable support solutions that align with our company and business targets.

You are a self‑starter who is adaptable in a rapidly changing environment and has a dedicated desire to learn, with experience in customer service, sales, marketing and supply chain.

• Manage daily operations of the order management and customer service functions and lead a team of Customer Service Representatives.
• Monitor team performance, including call queues, email inbox, Salesforce case assignment to ensure alignment with departmental SLAs/Goals.
• Continuously monitor SFDC ticketing and case management workflows to maintain best practices and service level goals.
• Oversee the Communication/Call Quality Program and establish benchmarks for world‑class service standards.
• Partner with managers to conduct bi‑monthly quality audits of complaint records and oversee the interaction quality program.
• Develop and distribute operational and team performance reports to management.
• Mentor team members and act as the first point of contact for daily escalations.
• Collaborate with the East coast manager to develop, publish, monitor, and adjust the daily coverage schedule.
• Assist with daily out‑of‑office scenarios and floating holidays.
• Develop, evaluate, and update procedures and processes to ensure regulatory, SOX, safety, and financial compliance.
• Drive the creation, usage, and review of articles in the Knowledge Management System.
• Exercise full management authority, including recruitment, employee development, performance management, and compensation recommendations.
• Lead cross‑functional projects with key partnerships (sales, marketing, finance, accounting, customer training, sales training, IT).
• Identify opportunities for process improvement with a focus on cross‑functional efficiencies.
• Help with periodic process review of critical documentation for standard operating procedures and key processes.
• Conduct annual performance evaluations and quarterly performance job dialogues.
• Maintain a flexible work schedule, including weekend training and holiday coverage.
• Implement a career development strategy for direct reports and leverage Talent Action Plan tools to promote employee development.
• Assist with new‑hire interview and integration processes, including 30/60/90 day integration plans.
• Plan and facilitate quarterly onsite and annual meetings.
• Partner with customer service functions in other regions for global consistency, standardization, and efficiency.

Required Skills and Experience

• Minimum 5+ years of experience in a customer‑centric service environment, preferably in the medical device or equipment industry.
• Experience in high‑volume order management and Order Management Systems.
• Proven ability to influence others directly or indirectly with cross‑functional partnership and escalation management techniques.
• Detail‑oriented, organized, with excellent written and verbal communication skills and the ability to multi‑task and shift priorities quickly.
• Proficiency in gathering, breaking down, and distilling…