Sr Product Mgr, Global Program Services

Overview

Primary Function of 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.

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.

• 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

Required Skills and Experience

• 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…