Business Optimization Program Manager – Customer Service

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive
. As a global leader in robotic‑assisted surgery and minimally invasive care
, our technologies—like the da Vinci surgical system and Ion Touches
—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare
, you’ll find your purpose here.

The Business Optimization Program Manager for Intuitive Customer Service is responsible for analyzing, enhancing, and managing customer service processes to ensure an intuitive and seamless experience. This role focuses on driving analytics‑based insights, managing programs / projects, and implementing process enhancements to improve customer satisfaction and operational efficiency. This individual will also be responsible for representing the department on assigned projects throughout their respective life cycles.

This individual will focus on improving the customer and user experience. They will have a proven ability to streamline processes and improve business system UI/UX to simplify customer interactions and help support business growth and scale. This individual must demonstrate a high degree of business system knowledge, optimization skills, and experience collaborating with IT and other cross‑functional teams and possess strong communication skills.

The successful candidate will have a strong track record of driving business system efficiencies through improvements to workflows and the addition of novel technologies in contact center and Salesforce Service Cloud environments. This role will be based on‑site at our campus in Peachtree Corners, Georgia.

Key Responsibilities: