Product Manager, Digital Tech Support

Intuitive Surgical is seeking a Product Manager to lead strategy and service capability for the Digital Technical Support (DTS) team in Sunnyvale, CA. In this onsite role, you will shape how DTS innovation scales across Intuitive’s digital product portfolio, translating customer and service feedback into actionable roadmaps, requirements, and software improvements.

You will collaborate closely with global Service, Product, Engineering, and Commercial leadership to research customer needs, build business cases, and support product launches by capturing and prioritizing feedback for DTS service solutions and software.

What you’ll do

• Serve as the Product Manager for DTS, working with key business partners and stakeholders to drive DTS innovation and deliver efficient, scalable, customer-centric support methods.
• Apply deep expertise in current DTS service delivery to identify pain points, inefficiencies, and opportunities to evolve support capabilities.
• Convert DTS feedback, customer insights, and market research into roadmaps aligned to customer outcomes, the desired DTS experience, and business goals.
• Create user and product requirements for existing and planned service solutions and software.
• Partner with software engineering, interaction design engineering, human factors engineering, and other internal teams to improve service delivery software, enhancing both efficiency and customer experience.
• Develop business cases for new features, capabilities, and service technology, including desirability, viability, feasibility, and ROI; partner with leadership to secure support and funding.
• Act as a DTS subject matter expert for Global Services and product development.
• Participate in product launches to gather, prioritize, and action feedback for DTS service solutions and software.
• Maintain subject matter expertise through conferences, customer visits, job shadowing, and related activities focused on DTS needs and strategic opportunities.
• Support DTS needs using customer experience data by partnering with leadership to conduct market research as needed.
• Define and track goals for priority work, aligning outcomes with business unit goals and corporate objectives.
• Perform other duties aligned with Global Services Leadership direction.

What you bring

• Minimum 5 years of professional experience in product management, digital product support, digital product/software engineering, software quality engineering, or an equivalent role.
• Experience with product management and continuous improvement initiatives such as Lean/Six Sigma (or equivalent).
• Critical thinking skills, attention to detail, and experience making data-driven decisions.
• Experience leading cross-functional teams (formally or informally) to implement and launch key initiatives.
• Track record building business cases using qualitative and quantitative data to secure funding, resources, project or program support, and contribute to budget planning or negotiations.
• Exceptional written and verbal communication skills, including the ability to develop and present impactful presentations to cross-functional audiences, director/VP-level leadership, and global stakeholders.
• Strong results orientation, organizational skills, and project management skills, with the ability to prioritize multiple initiatives and deadlines.
• Experience investigating and defining complex problems before solution development.
• Experience with market research and voice of customer or voice of service feedback (or equivalent).
• Self-directed approach, including proactive seeking of advice when needed.
• Strong knowledge of the MS Office product suite.
• Knowledge of medical device service operations or healthcare systems is a plus.
• Minimum Bachelor’s degree in a related field required.

Tech and tools

• MS Office

Education

• Bachelor’s degree in a related field

Location and schedule

• Sunnyvale, CA, United States
• Onsite weekly; percentage of onsite work defined by the leader (Set Schedule)
• Shift: Day

Compensation

• USD 125,500 - 212,400 per year
• Base Compensation Range Region 1: $147,600 USD - $212,400 USD
• Base Compensation Range Region 2: $125,500 USD - $180,500 USD

Additional details

• Intuitive may require proof of current vaccination against certain diseases, including COVID-19.
• Intuitive is an Equal Opportunity Employer.
• U.S. Export Controls Disclaimer: some roles may be subject to U.S. export controls; final offers may be contingent upon an approved export license and/or an executed TCP prior to start date.
• Intuitive will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
• Market-competitive compensation packages may include base pay, incentives, benefits, and equity.
• Position may be filled at a different job level depending on business need and/or candidate experience, knowledge, and skills.
• Accommodation & Accessibility: Intuitive provides reasonable accommodations; contact People Services at [email protected] for help during application or interview.