Intuitive
Business Optimization Program Manager - Customer Service
Intuitive, Peachtree Corners, Georgia, United States
Business Optimization Program Manager - Customer Service
Join to apply for the
Business Optimization Program Manager - Customer Service
role at
Intuitive
Base pay range $126,800.00/yr - $182,400.00/yr
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 This position can reside in Peachtree Corners, GA or Sunnyvale, CA. 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 represent the department on assigned projects throughout their respective lifecycles. The focus is on improving the customer and user experience, streamlining processes, and enhancing business system UI/UX to simplify customer interactions and support business growth.
Key Responsibilities
Strategy Development (30% of time):
Support strategic goals by examining processes, evaluating challenges, and implementing changes to drive improved quality and operational efficiency.
Conduct thorough evaluations of current customer service processes to identify inefficiencies and areas for improvement.
Collaborate with stakeholders to design innovative process enhancements aimed at elevating customer experiences.
Program Management (25% of time):
Oversee the initiation, planning, execution, and closure of customer service enhancement programs.
Coordinate with cross‑functional teams to ensure alignment and progress towards strategic objectives.
Implement rigorous project management methodologies to ensure timely delivery and adherence to budget.
Ensure seamless integration and effective communication of process changes across all relevant departments.
Continuous Improvement (20% of time):
Promote a culture of continuous improvement by encouraging innovation and adoption of best practices within the customer service function.
Stay informed of industry trends and emerging technologies to maintain a competitive edge in customer service excellence.
Drive initiatives that foster an environment conducive to ongoing learning and development for the customer service team.
Stakeholder Collaboration (15% of time):
Establish and maintain strong relationships with internal and external stakeholders to facilitate seamless collaboration.
Organize and lead workshops and meetings to gather comprehensive input and feedback from stakeholders.
Ensure alignment of customer service strategies with broader organizational goals.
Collaborate with cross‑functional teams to identify, document, and standardize existing processes.
Analytics & Insights (10% of time):
Leverage advanced data analytics tools to gather, interpret, and synthesize customer service data.
Establish key performance indicators (KPIs) to measure the effectiveness and efficiency of documented processes.
Develop basic reports and dashboards to provide insights into key performance indicators and trends.
Generate reports and provide insights to management on process performance, identifying areas for further improvement.
Qualifications
Bachelor's degree in Business Administration, Engineering, or a related field.
7+ years of proven experience in strategy development, process improvement, or project management.
Experience in Customer Service is preferred.
Strong analytical skills and the ability to analyze complex processes and identify areas for improvement.
CRM system expertise (Salesforce, SAP, NetSuite, etc.).
Proficiency in data analytics tools (e.g., Excel, SQL, Tableau, Power BI).
ERP system familiarity (SAP, Oracle, etc.).
Flexible and able to work in a dynamic, fast‑paced work environment.
Strong organizational skills and attention to detail.
Ability to work independently and collaborate effectively in a team environment.
Commitment to continuous learning and staying updated on industry trends.
Strong project management skills with experience in leading cross‑functional teams.
Excellent communication and interpersonal skills.
Knowledge of customer service best practices and technologies.
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.
Equal Employment Opportunity Statement 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 or (ii) implement a Technology Control Plan (“TCP”). 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.
Base Salary Ranges Region 1:
$149,200 - $214,600
Region 2:
$126,800 - $182,400
Shift Day
Workplace Type Set Schedule – This job will be onsite weekly, the percentage of onsite work will be defined by the leader.
#J-18808-Ljbffr
Business Optimization Program Manager - Customer Service
role at
Intuitive
Base pay range $126,800.00/yr - $182,400.00/yr
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 This position can reside in Peachtree Corners, GA or Sunnyvale, CA. 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 represent the department on assigned projects throughout their respective lifecycles. The focus is on improving the customer and user experience, streamlining processes, and enhancing business system UI/UX to simplify customer interactions and support business growth.
Key Responsibilities
Strategy Development (30% of time):
Support strategic goals by examining processes, evaluating challenges, and implementing changes to drive improved quality and operational efficiency.
Conduct thorough evaluations of current customer service processes to identify inefficiencies and areas for improvement.
Collaborate with stakeholders to design innovative process enhancements aimed at elevating customer experiences.
Program Management (25% of time):
Oversee the initiation, planning, execution, and closure of customer service enhancement programs.
Coordinate with cross‑functional teams to ensure alignment and progress towards strategic objectives.
Implement rigorous project management methodologies to ensure timely delivery and adherence to budget.
Ensure seamless integration and effective communication of process changes across all relevant departments.
Continuous Improvement (20% of time):
Promote a culture of continuous improvement by encouraging innovation and adoption of best practices within the customer service function.
Stay informed of industry trends and emerging technologies to maintain a competitive edge in customer service excellence.
Drive initiatives that foster an environment conducive to ongoing learning and development for the customer service team.
Stakeholder Collaboration (15% of time):
Establish and maintain strong relationships with internal and external stakeholders to facilitate seamless collaboration.
Organize and lead workshops and meetings to gather comprehensive input and feedback from stakeholders.
Ensure alignment of customer service strategies with broader organizational goals.
Collaborate with cross‑functional teams to identify, document, and standardize existing processes.
Analytics & Insights (10% of time):
Leverage advanced data analytics tools to gather, interpret, and synthesize customer service data.
Establish key performance indicators (KPIs) to measure the effectiveness and efficiency of documented processes.
Develop basic reports and dashboards to provide insights into key performance indicators and trends.
Generate reports and provide insights to management on process performance, identifying areas for further improvement.
Qualifications
Bachelor's degree in Business Administration, Engineering, or a related field.
7+ years of proven experience in strategy development, process improvement, or project management.
Experience in Customer Service is preferred.
Strong analytical skills and the ability to analyze complex processes and identify areas for improvement.
CRM system expertise (Salesforce, SAP, NetSuite, etc.).
Proficiency in data analytics tools (e.g., Excel, SQL, Tableau, Power BI).
ERP system familiarity (SAP, Oracle, etc.).
Flexible and able to work in a dynamic, fast‑paced work environment.
Strong organizational skills and attention to detail.
Ability to work independently and collaborate effectively in a team environment.
Commitment to continuous learning and staying updated on industry trends.
Strong project management skills with experience in leading cross‑functional teams.
Excellent communication and interpersonal skills.
Knowledge of customer service best practices and technologies.
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.
Equal Employment Opportunity Statement 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 or (ii) implement a Technology Control Plan (“TCP”). 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.
Base Salary Ranges Region 1:
$149,200 - $214,600
Region 2:
$126,800 - $182,400
Shift Day
Workplace Type Set Schedule – This job will be onsite weekly, the percentage of onsite work will be defined by the leader.
#J-18808-Ljbffr