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Senior Manager CS Programs and Operations
3 months ago
Primary Function of the Position
The Senior Manager CS Programs and Strategy is a core member of Intuitive’s worldwide customer service organization. The Customer Service team proactively engages with business stakeholders across the company to leverage the voice of the customer, drives continuous improvement programs/initiatives, and assist our customers with our patient first always mission.
This team member’s core areas of responsibility will include leading a team with the following core responsibilities: program and project management, knowledge management, training/onboarding, business systems, process improvement, and customer service reporting and analytics. This person will partner closely with Customer Service counterparts in Europe and Asia, the Global Service Business Systems team, and FSO Analytics.
Essential Job Duties
Program Management Leadership: Develop, communicate, and execute the vision, strategy, and goals for internal projects and cross functional projects, ensuring alignment with the organization's goals and priorities. Establish a 3-year plan and roadmap, with emphasis and urgency on year one milestones that uphold Services goals.
- Strategic Focus: Demonstrated ability to pivot and prioritize effectively, showcasing a commitment to strategic goals. Proven experience in promptly redirecting efforts and resources towards Services activities, ensuring dedicated focus and seamless execution when a project goes live, even amidst concurrent projects.
- Team Resource Management: Allocate resources effectively; figure out trade-offs through lens of fundamental building blocks. Engage team to stay focused and make progress on the Vital Few.
- Risk Management: Identify potential risks and challenges, proactively develop mitigation plans, and ensure successful risk management throughout project lifecycles.
- Cross-Functional Partnership: Foster a culture of partnership, innovation, and partnership across different functional areas within Intuitive to identify, drive, and maintain key business opportunities and requirements focused on enhanced system capabilities, process improvements, and improved customer experience.
- Business Process & Systems Improvement: Acts as a business owner and partners with GSBS on current to future state process and systems enhancements where Customer Service is a primary user (GHX, ISO, CPQ, SAP, Neptune, IVR, WFM, Automation Anywhere/RPA, Salesforce)
- Reporting and Analytics: Partner with FSO Analytics to establish a clean Single Source of Truth data and reporting ecosystem so that we can consistently and effectively examine CS operational effectiveness, complex business problems, data, or trends aligned with Global Services goals, strategies, and tactics.
- Training and Onboarding: Assist with the strategy and creation of effective training programs for global customer service representatives.
- Knowledge Management: Assist with internal knowledge management strategy and best practices as we transition to Salesforce KM in partnership with Global Service Business Systems
