Sr. Product Manager, Customer Asset Mgmt

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. We invest in service innovation to deliver value to our customers.

The Sr. Product Manager, Customer Asset Management will play a role in Global Services innovation by defining service capabilities and software solutions to better support our customers. To do so, they will work closely with the Field Service team, Services Product Management counterparts, Global Services and Commercial leadership, Product Support Engineering, Technical Support, cross-functional software development teams, and other critical global stakeholders.

They will conduct market research, gather internal feedback, identify unmet customer needs, and design new or incremental improvements to Intuitive’s Service capabilities, delivery mechanisms, and processes. They will execute upstream tactics for service development and downstream go-to-market tactics for launches to ensure service products that exceed customer and Service expectations. This role offers a unique opportunity to contribute to customer goals, Global Services’ goals, and the goals of the product teams.

Essential Job Duties

• Operate as the Sr. Product Manager for Customer Asset Management, partnering with customers, business partners, and stakeholders to drive Service innovation and ensure efficient, scalable, and customer-centric methods for monitoring, repairing, and maintaining Intuitive’s product portfolio
• Partner with the Market Intelligence team to perform market research, test hypotheses, and support Service needs with customer experience data
• Translate market research and customer insights into product roadmaps that align customer outcomes, the desired Service experience, and business goals
• Partner cross-functionally with teams such as Human Factors, Interaction Design, Software Development, Global Public Affairs, and Legal to gain their input on solution analysis, product positioning, requirements, and market research strategy
• Collaborate with Global Services leadership to ensure that asset management solutions are aligned with the Global Services operational goals and strategic vision
• Create user requirements for software development with input from subject matter experts to ensure consideration for business risks, regulatory considerations, and strategic objectives
• Define success metrics and work with analytics teams to monitor product performance and advocate for scalable, efficient solutions aligned with operational and financial goals
• Collaborate with product management counterparts and key business partners to drive improvements to service procedure workflows, business systems, and diagnostic/repair tools, improving efficiency and the customer experience
• Develop business cases to support Service solution proposals that demonstrate the desirability, viability, and feasibility for the proposed solution. Use proposals to secure support and funding from relevant stakeholders and leadership
• Act as a connector and subject matter expert across global teams, ensuring alignment on strategy, execution, and outcomes
• Engage in conferences, customer visits, job shadowing, and other relevant activities to build and maintain subject matter expertise and familiarity with Service, customer needs, and strategic opportunities
• Develop and track goals for identified priorities. Ensure goals are aligned to business unit goals and corporate objectives
• Perform other aligned duties as specified by Global Services leadership