Primary Function of Position:

The Service Program Management team (SPMO) is responsible for managing project portfolios and serviceability through the Global Services Business Unit (BU). SPMO is focused on delivering differentiated value through customer experience excellence and a “patient first, always” mindset. The Services Project Management organization delivers deeply collaborative, technical and cross-functional project management expertise across three core roles:

New Product Development (NPD)/New Product Introduction (NPI): Upstream Influence on Serviceability:

• Drive Serviceability understanding and incorporation into new product/platform requirements
• Ensure service considerations are made early/often, with strong influence of upstream decision makers

NPD/NPI: Serviceability requirement execution

• Ensure serviceability requirements are built into products throughout their phases of development 

Ensure downstream impacts to product serviceability and Global Services BU are considered when making critical design and business tradeoffs Product Launch / In-Field Expertise 

• Help mitigate/manage the impact of service challenges for products as they come to market or are in the field
• Drive continuous improvements of serviceability for in-market products
• Ensure service considerations are well integrated into global product end-of-life (EOL) planning to ensure smooth customer transitions to the latest technology

Roles & Responsibilities:

Program & Project Management Excellence

• Share deep functional expertise in program and project management, with a demonstrated ability to apply and teach best practice.
• Process owner for Intuitive Global Services BU portfolio; defines & maintains portfolio management processes to predictably execute a combination of new product introductions and BU strategic initiatives in alignment with corporate and BU strategy.
• Provide functional, strategic, and tactical leadership to project teams responsible for incorporating serviceability into new product introductions (NPI), key operational strategic objectives, and field actions/recalls.
• Passionate about the customer experience and the role improved product serviceability plays in driving customer and business outcomes.

Operational Excellence

• Identify and scale program & project management “best practices” to ensure proven successful business processes, tools and behaviors are adopted and performed reproducibly for a consistent project outcome and customer experience.
• Identify and solidify staffing plans to ensure resource needs are identified and prioritized against highest priority serviceability and organizational needs.
• Set aggressive targets for team and business output improvement, establish plans to achieve those objectives, and measure performance to plan.
• Develop, track, and report project cost and spending on periodic basis on a budgeted / planned vs actual basis.
• Drive execution of domestic & global service strategies, assumptions, business opportunities.

Team Leadership & People Development

• Lead a high-performing functional team of program & project managers responsible for the forecast and scheduling of Services resources, assignment of projects and team deliverables, overall quality and completion of team deliverables in alignment with organizational launch timelines and regulatory requirements.
• Motivate and inspire SPMO team members and global cross-functional partners behind a strong vision for how the organization delivers measurable serviceability and customer experience impact.
• Optimize organizational structure, capabilities, and communication to ensure deep functional expertise, clear development pathways, optimal resource use, and seamless connectivity with organizational partners.
• Define the core skills and capabilities required for team member success and provide intentional mentoring and professional development to accelerate professional growth and reinforce a culture of professional development.
• Model Intuitive’s culture, leadership & individual expectations, and ensure that customer experience excellence is engrained in project outcomes.
• Ensure that domestic & global service strategies, assumptions, risk mitigation, business opportunities and readiness are measured & periodically reviewed throughout duration of project execution & commercialization target dates.

Strategic Influence

• Effectively navigate the complexity of working across diverse organizational stakeholders to develop serviceability solutions that can be effectively executed across departments and the customer base.
• Develop and maintain productive partnerships with cross-functional stakeholders to align projects and resources, drive continuous process improvement, and ensure key business strategies are executed effectively and efficiently. 
• Create a shared need for strategic change, mobilize commitment to the strategy, and sustain strategic progress through measurable results.
• Maintain a portfolio of organizational projects, present to Executive Management on project status, opportunities, and issues.
• Quantify Project impact and coordinate budget development, staff planning, organizational design, and strategy deployment ensuring readiness for future business needs.
• Manage internal and external teams to identify resources needed to achieve optimized project goals.

Energy, Enthusiasm and Drive

• Analytical, pragmatic and positive in investigation, approach and resolution.
• Relentless in pursuit of scale and transition of tactical problem solving into objective, repeatable processes.
• Able to adapt to meet needs of a growing customer base through construction of repeatable process controls while maintaining static or limited headcount growth of enablement functions.

Skills/Job Requirements: Minimum Education/Experience Requirements:

• Bachelor’s Degree required, Engineering field preferred
• Prefer Master’s Degree in Business Administration
• Technical project management experience
• Minimum 3+ years' experience as a senior manager or above for a technology company.
• Cross-functional leadership skills to effectively organize teams to produce portfolio processes & deliverables
• Skills to participate in strategy process relative to portfolio management
• Experience with project management tools such as MS Project
• Strong negotiation, facilitation and diplomacy skills to coalesce conflicting views.
• Ability to develop and support attitude of teamwork across all departments
• Experience driving Global Product Launches
• Experience working in support of a Service organization with a global install base is a plus.
• Experience supporting complex capital equipment, including mechanical, electrical, and software elements.

Preferable Skills and Attributes:

• Pragmatic, organized and detailed.  Has a big capacity to both think and do, strong on detail and highly organized.
• Demonstrated ability to drive scalable processes, both internally and within other business units.
• Ability to promote ideas persuasively, influence others, build and maintain effective professional relationships with internal partners and business leaders.
• An independent thinker willing and able to express and support a point of view.
• Demonstrated ability to think innovatively, connecting the dots when others cannot.  Able to make the leap from information to insight.
• Has a quick intelligence, is fast on their feet and quickly responds to issues and questions. 
• Great writer and talker.  Can organize, summarize, clarify and communicate ideas simply, succinctly, and accurately to engineering and non-technical audiences. 
• Ability to turn ambiguous and potentially conflicting requirements into clearly defined solutions
• Ability to lead and motivate others, both within direct supervisory and matrix environments.
• Capable of maintaining a rapid pace: moves at a nice clip and enjoys having multiple projects going at once.  Can change course, be scrappy and get things done on short timeframes. 

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 Employment 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.

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 salary ranges are listed.