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Manager US Customer Service

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 the Position

As part of the Customer Services Team, you will provide front line support to our customers’ concerns in a fast paced and dynamic environment while promoting customer advocacy through actions. Your responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to partnering with counterparts across the business to develop scalable support solutions that align with our company and business targets. Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a dedicated desire to learn. You also have experience with customer service, sales, marketing and supply chain.

The Customer Service Manager is responsible for providing world-class customer service experience. This role will be extremely hands-on to gain an understanding and facilitate the complete end-to-end interaction lifecycle. This person is responsible for the management of the Customer Service Team that provides support for customers, distributors, and all Intuitive field-based employees. This person must demonstrate a high degree of business ownership, exceptional customer service, and proven communication skills. You will be working with your counterparts in EMEA and APAC, so experience working with a global team is important to the success of this role.

Reporting to the Senior Manager Director of US Customer Service North America, the successful candidate will focus on all aspects of the customer experience. They must be able to develop and implement best practices, have cross-culture understanding and ability to coach their team members by leveraging performance KPIs to develop personal level goals, and, some global experience, and the flexibility to assist with some off-hours customer order emergencies.

Our culture promotes creativity, focuses on inclusion, and produces opportunities for discovery every day. This is an opportunity to become a part of the services organization where you can help others reach their full potential while also reaching yours. The Manager position is considered a “working Manager” position and will require support through live phone coverage, email, and chat to remain in tune with the customer and team member experience.

This role will be support our west coast and remote team members.

Essential Job Duties 

  • Manage daily operations of the order management and customer service functions as well as a team of Customer Service Representatives with varying levels of skill sets which provide operational/business support to internal and external customers on company products and services.
  • Monitor team’s daily performance and effectiveness including captaining call queues, email Inbox, Salesforce case assignment to ensure alignment with departmental SLAs/Goals, and provide ing an open and closing summary to customer service leadership
  • Continuously monitor the SFDC ticketing and case management workflows ensuring that best practices are exercised, and service level goals are achieved.
  • Oversee the Communication/Call Quality Program and establish benchmarks to uphold world class service standards.
  • Partner with manager to oversee bi-monthly quality audits of complaint records 
  • Develop and distribute operational and team performance reports to management as necessary
  • Develop and maintain key metrics to monitor personal and team performance and effectiveness.
  • Partner with manager to oversee interaction quality program and establish benchmarks
  • Mentors team members and acts as a first point of contact for daily escalations
  • Partner with the East coast manager to develop, publish, monitor, and adjust daily coverage schedule to ensure service level metrics are maintained and/or exceeded. Monitor and communicate staffing requirements to manager; supporting monthly coverage schedule, 
  • Support daily out of office scenarios (vacation and sick time), and floating holidays
  • Develop, evaluate, and update procedures and processes to ensure regulatory and SOX compliance
  • Develop, evaluate, and update procedures and processes to ensure team is adhering to all Regulatory, Safety, and Financial compliance.
  • Drive the creation, usage, and review of articles in the Knowledge Management System.
  • Partner with manager to oversee bi-monthly quality audits of complaint records 
  • Partner with manager to oversee interaction quality program and establish benchmarks
  • Develop and distribute operational and team performance reports to management as necessary
  • Focuses on the career development of direct reports by assigning and monitoring team member tasks, group projects and/or targets
  • Exercise full management authority including recruitment, employee development, performance management, and compensation recommendations.
  • Maintain excellent relationships with all cross-functional stakeholders such as Sales and Marketing, Customer Success, Finance, logistics, and manufacturing – Have the ability to connect the dots among various functional areas to achieve excellent customer service.
  • Lead cross-functional projects with key partnerships including sales, marketing, finance, accounting, customer training, sales training and IT
  • Identify opportunities for process improvement with a focus on cross-functional efficiencies
  • Assist in identifying and driving department and corporate goals
  • Support periodic process review of critical documentation for standard operating procedures and key processes
  • Lead cross-functional projects with key partnerships including sales, marketing, finance, accounting, customer training, sales training and IT
  • Conduct annual performance evaluations and quarterly performance job dialogues
  • Manage bi-annual performance evaluations and merit reviews and quarterly performance job dialogues.
  • Have a flexible work schedule, including weekend training, and holiday support
  • Implement a career development strategy for direct reports and leverage the Talent Action Plan “TAP” tools to support employee development.
  • Review training program and ensure curriculum is current and relative to business
  • Support manager with new hire interview process and provide input on perspective candidates
  • Support new hire integration and 30/60/90 day integration plans for team members
  • Support the review of the training program and ensure curriculum is current and relative to business
  • Maintain timely status of training records at all times
  • Support planning and facilitation of quarterly onsite and annual meetings
  • Partner with customer service functions in other regions for global consistency, standardization, and efficiency.

Qualifications

Required Skills and Experience 

  • A minimum 5+ years of experience in a customer centric service environment preferably in medical device or equipment industry with strong experiences in team member development, coaching, and mentoring
  • Demonstrated ability to lead others either directly or indirectly with proven cross-functional collaboration and escalation management techniques.
  • Detail oriented, organized, with superior written and verbal communication skills with demonstrated ability to multi-task and shift priorities quickly while maintaining focus under limited supervision.
  • Ability to gather and analyze a variety of data points (qualitative and quantitative) and distill that information down to the most important insights for the business
  • Strong communicator with a proven track record of effective change management capabilities
  • Excellent command of written and spoken English
  • High level of responsibility, ownership and accountability
  • Ability to simplify highly complex issues for a non-technical audience
  • Proven effectiveness at delivering impactful presentations to a variety of audiences
  • Calm under pressure, can excel and thrive in a high-volume, continuously changing, fast-paced environment with a positive attitude and strong work ethic.
  • Intermediate to advanced knowledge of Microsoft programs like Outlook, Word, and Excel.
  • Ability to prioritize tasks based on business needs
  • Extreme attention to detail and great organizational skills for managing multiple tasks and project deadlines

Required Education and Training

  • Minimum High School Diploma or equivalent
  • Minimum of 3-7 years customer service experience or equivalent

Preferred Skills and Experience 

  • Ideally, the candidate must have skills in managing a remote team and small to medium-sized projects and support cross-functional initiatives.
  • Experience in employee performance management, delivering performance improvement plans and conducting performance reviews
  • Associates in Business Management a plus, with a minimum of three years’ experience in a fast-paced customer support, call center, or order management role within a high technology manufacturing environment
  • Maintain up-to-date and thorough understanding of all Auditing agencies and how Customer Services workflows relate to requirements: FDA, SOX, Sunshine, etc.
  • Knowledge and understanding of multi-channel contact model including phone, email, chat
  • Experienced with quote or order management in SAP or SFDC.
  • Expert knowledge level of ticket/case lifecycle management 
  • High level of knowledge of the Quote to Cash and Customer Return lifecycle process
  • Able to effectively execute and drive change across multi-cultural environments
  • Project management experience is preferred
  • Familiarity with Lean Six Sigma methodology

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: $127,100 USD - $182,900 USD
Base Salary Range Region 2: $108,100 USD - $155,500 USD
Shift: Day
Travel: 25% 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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