Business Optimization Program Manager

Job description

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care.

Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference.

For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds.

We believe great ideas can come from anywhere.

We strive to foster an inclusive culture built around diversity of thought and mutual respect.

We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture.

Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways.

We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients.

Together, let's advance the world of minimally invasive care.

Job Description

Primary Function

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 be responsible for representing the department on assigned projects throughout their respective lifecycles. 

This individual will focus on improving the customer and user experience.

They will have a proven ability to streamline processes and improve business system UI/UX to simplify customer interactions and help support business growth and scale.

This individual must demonstrate a high degree of business system knowledge, optimization skills, and experience collaborating with IT and other cross-functional teams and possess strong communication skills.   

The successful candidate will have a strong track record of driving business system efficiencies through improvements to workflows and the addition of novel technologies in contact center and Salesforce Service cloud environments.

This role will be based on-site at our campus in Peachtree Corners, Georgia.  

Key Responsibilities: 

Analytics and Reporting: 

• 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 comprehensive reports and dashboards to provide insights into key performance indicators (KPIs) and trends. 
• Generate reports and provide insights to management on process performance, identifying areas for further improvement 

Program Management: 

• 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. 
• Acts as US Customer Service POC for business system implementation testing and introduction    

Process Enhancements: 

• This position will 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. 
• Ensure seamless integration and effective communication of process changes across all relevant departments. 

Stakeholder Collaboration: 

• 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 

Continuous Improvement: 

• 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. 

Qualifications

Qualifications: 

• Bachelor's degree in Business Administration, Analytics, or a related field. 
• 7+ years of proven experience in process documentation, process improvement, or business process management   
• Minimum of 3-5 years of experience in customer service, process improvement, or project management. 
• 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., SQL, Tableau, Power BI). 
• ERP system expertise (SAP, Oracle, etc)   
• Experienced working with EDI systems (GHX, Oracle, SAP SCM, etc.)   
• Proven project management experience 
• 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.

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.

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.

Base Salary Range Region 1:$144,200 - $207,400
Base Salary Range Region 2: $122,500 - $176,300
Shift: Day
Workplace Type: Set Schedule - This job will be onsite weekly, the percentage of onsite work will be defined by the leader.

Required Skill Profession

Operations Specialties Managers