Sr. Product Manager, Customer Asset Management

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—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.

Job Description

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

Qualifications

Required Skills and Experience 

• Minimum 8 years professional experience in product management, biomedical engineering, field service, servicing capital equipment/medical devices, or equivalent role
• Experience leading software development projects and with end-to-end software product launches
• Experience with continuous improvement initiatives, Lean/Six Sigma, or equivalent
• Strong track record of leading strategic initiatives from concept through to completion
• 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
• Experience building business cases, using qualitative and quantitative data, to secure funding, resources, project/program support, and contribute to budget planning/negotiations
• Excellent collaboration and influencing skills; proven ability to work effectively in a highly cross-functional, matrixed global environment
• Exceptional written and verbal communication skills, with ability to develop and present impactful presentations on complex topics for cross-functional audiences (internal and external), director/VP-level leadership, and global stakeholders
• Strong results orientation, organizational skills, and project management skills; able to prioritize and manage multiple initiatives and deadlines with attention to detail
• Experience investigating and defining complex problems prior to solution development
• Experience with market research, voice of customer feedback, voice of service feedback, or equivalent
• Self-directed with awareness to proactively seek advice when needed
• Strong knowledge of the MS Office product suite
• Knowledge of medical device service operations or healthcare systems is a plus

Required Education and Training

• Minimum Bachelor’s degree in a related field

Working Conditions

• None

Preferred Skills and Experience

• MBA preferred

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We 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.

Mandatory Notices

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes. 

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.