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Director Product Performance Engineering

  • Sunnyvale, CA, United States
  • Not Remote
  • Engineering
  • JOB8050

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 of Position:

This role is primarily responsible for leading the Product Performance Engineering and Data Science functions within the Global Services Innovation Team, including strategic planning, goal setting, performance management, and guiding and coaching individual contributors, while maintaining some individual responsibilities for mature platform product performance and Global Services’ data science strategy.

Product Performance Engineering establishes and drives processes to quickly identify and resolve emerging and trending field issues before they meaningfully degrade the customer experience or cost-to-serve. The team achieves this across Intuitive’s product portfolio through (1) information collection using machine data, customer complaints, service data, etc.; (2) analysis to evaluate trends in product performance; (3) effective identification of contextual factors & root cause analysis; (4) collaboration with engineering teams; and (5) deployment of learnings, tools, or process improvements to customer-facing teams.

Global Services Data Science uses machine learning and advanced analytics to accelerate and expand Intuitive’s world class predictive and proactive service capabilities, while supporting other critical Global Services initiatives.

Roles & Responsibilities:

  • Responsible for leading and supporting a team of customer-oriented technical product experts who
    • Use insights gained from field complaint trends and partnerships with clinical, design, and software engineering teams to develop a deep understanding of the overall product performance and customer experience
    • Synthesize product and service data to provide product performance insights and drive action
    • Partner with data analysts and data engineering to continuously enhance data availability, access, analysis methods, and insights for quicker identification of trends in product performance and streamlined communication of gaps/opportunities
    • Rigorously pursue the root cause of issues and solution with clarity regarding the problem to be solved
    • Drive solutions that enhance field knowledge, advance processes, improve efficient and effective responses to issues, and that increase issue resolution in lower tiers of support (i.e., improved resolution of issues at tier 0/1).,Such solutions could improve troubleshooting workflows, user interface, and hardware or software tools.
    • Align with cross-functional teams to prioritize improvements based on field needs, customer experience impact, and economic justification
    • Interface with product management and software development teams to incorporate proposed solutions
    • Deliver improved fixed cost leverage for customer support teams while improving the customer experience
    • Use data science, machine learning, and predictive analytics to create novel ways to utilize data, enhancing/expanding proactive support interventions, self-serve tools, and robotics program and Service insights
  • Establishing team strategy and long-term vision
  • Crafting well-defined team and individual goals, aligned to long-term strategy, and supporting the team in achievement of those goals with a high degree of accountability
  • Leading cross-functional collaboration initiatives and leveraging the expertise of others to shepherd issues through investigation processes to solutioning
  • Taking personal ownership of some product performance efforts for mature platforms as well as efforts to define and guide the Global Services’ data science strategy
  • Identifying and driving best practice within Product Performance Engineering and Data Science to improve consistency, rigor, and scalability of the functions
    • Reinforcing and training to a repeatable framework for field data surveillance, opportunity discovery (based on root cause), prioritization, activation, etc.
    • Standardizing the approach to hypothesis exploration
  • Supporting team members’ professional development and engaging in situational leadership
  • Recruiting, hiring, and onboarding new team members

Qualifications

Skills, Experience, Education, & Training:

  • Minimum Education: Technical degree in engineering, data analytics/science, or a related field; Master’s preferred 
  • Minimum 10 years of multi-disciplinary applied engineering or data science experience; 5 years of experience leading high performing teams
  • Deep commitment to improving the customer experience, with equally deep commitment to the success and impact of team and team members
  • Proven ability to be a lead and work in teams cross-functionally – including leveraging expertise of others to solve problems
  • Demonstrated track record of critical thinking, asking questions to get to the root of an issue, and identifying patterns in the face of ambiguity and unclear ownership
  • Experience leading, guiding, motivating, and developing teams within a goals-oriented framework
  • Exceptional interpersonal and communication skills:
    • Passionate about our mission to constantly make our products and customer experience better
    • Able to assist people in finding creative solutions around constraints.
    • Able to communicate with teams from different disciplines to help translate information between organizations
    • Ability to coach team members to succinctly convey technically complex problems to help generate alignment and actionable direction
    • Effective cross-disciplinary communication and team/function advocacy (e.g. internal salespersonship)
  • Sense of urgency to solve customer and team issues, and disseminate learning
  • Openness to creating new processes to solve novel issues
  • Solid analytic and critical problem-solving skills, and a proven by track record of investigating complex problems
  • Must be proficient in the use of Microsoft Office suite of applications
  • Familiarity with SQL and Tableau is a plus

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 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.

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.

Base Salary Range Region 1: $220,200 USD - $330,200 USD
Base Salary Range Region 2: $187,100 USD - $280,700 USD
Shift: Day
Travel: 10% of the time
Workplace Type: Set Schedule - This job will be onsite weekly, the percentage of onsite work will be defined by the leader.

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