Intuitive Surgical Careers

Senior Director, Customer Learning & Development - Worldwide

US-CA-Sunnyvale, California
Customer Service and Field Support

Job Description

Job: Customer Service and Field Support
Primary Location: United States-California-US-CA-Sunnyvale
Schedule: Full-time
Requisition ID: 190397


Company Description:

Who is Intuitive Surgical? The numbers tell an amazing story. Learn more about our company.

Joining Intuitive Surgical means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority. The Professional Education & Program Services (PEPS) department supports Intuitive’s mission by providing impactful educational resources, programs, and experiences that enable customers to integrate our technology into patient care efficiently, effectively and safely.

Primary Function of Position:

The Sr. Director, Customer Learning & Development - Worldwide is a key role within Intuitive, reporting to the VP of Professional Education & Program Services. The person in this role will lead efforts to intelligently build and scale robust learning and development pathways serving Intuitive’s customers globally. A creative, hands-on role with management responsibility, this person will lead a team of managers, instructional designers, media specialists and clinical/technical content development experts. The Sr. Director of Customer Learning & Development will be the principal business owner of the strategic customer-facing L&D platform, directing the foundational work on an effective road map to create lasting, evolving programs that meet the learners’ and business's needs. In addition, this thoughtful, seasoned leader will be accountable for developing a deep understanding of the business to create future customer learning platforms and curricula that evolve, develop, and drive the broader education strategy within the medical device field.

Roles and Responsibilities:

• Oversee the full customer Learning Cycle and partner with business lines to successfully close learning gaps through innovative and blended solutions
• Interact with subject matter experts and vendors to identify customer learning needs spanning initial training, just in time performance support and advanced skill development
• Execute innovative and scalable learning strategies, programs and solutions that support use of Intuitive’s technology from initial product development through launch
• Manage the instructional design and education development groups, maintaining a positive collaborative environment focused on delivering quality results
• Drive the creation and execution of intra-departmental processes and workflows with a focus on streamlining projects and creating clear roles and responsibilities
• Create and implement a project management framework that defines standards, tracks progress, manages change, and evaluates the impact of all learning initiatives
• Ensure education materials and processes meets all regulatory, legal and compliance standards
• Facilitate the Education & Training Review Board to bring together multiple departments across the organization to identify learning gaps and create innovative solutions
• Conduct internal education meetings to share best practices, ensure consistency and alignment of programs and to assist in broad learning initiatives
• Partner with leadership and cross functional stakeholders to champion learning product innovation and business development processes
• Partner closely with relevant stakeholders to research the learning solutions market, identify trends and opportunities, facilitate interdepartmental communication to gather internal requirements, discover new market opportunities, and define the learning roadmap
• Partner with development teams to drive execution of roadmap
• Liaise with multiple divisions (technical, sales, marketing) within ISI to drive collaboration and alignment as the learning roadmap evolves
• Connect directly with customers to ensure content development and technology innovation is aligned to the needs of the learners
• Strategize, research, evaluate, recommend, and implement new development approaches and technologies
• Analyze workflows to determine efficacy and opportunities for process improvements
• Develop and fosters needs/gap analysis to assess and prioritize opportunities
• Partner with management team to ensures timely delivery of all training materials
• Manage resources and budget quarterly and annually

Skill / Job Requirements:

• 12+ years of management experience in instructional design / learning development
• At least 5 years instructional design experience
• 4-6 years experience in biotech or medical device organization preferred
• Education Background
o Curriculum Development or Instructional Design/Technology degree preferred
o Education degree acceptable
o College degree required
• Excellent written and interpersonal communication skills
• Experience with the following is required:
o Strategy
o Customer-facing Training/Education
o Translations
o Learning Management Systems (LMS)
o Mobile Applications
o Coaching
• Experience with the following is strongly preferred:
o Consulting Services and Training
o Medical Device
o Clinical Education
o Instructional Content/Curriculum Development
o Video Production
o Animation
o Emerging Technologies:
• Virtual Reality
• Mixed Reality
• Augmented Reality
• Machine Learning
• Software Proficiency
o Adobe Creative Suite 5 & 6 Production Premium (After Effects, Premiere, Photoshop, Flash, Illustrator, Soundbooth, Encore)
o MS Office (Word, PowerPoint, Excel)
• Successful completion of Intuitive Surgical’s clinical and product training programs

We are an AA/EEO/Veterans/Disabled employer.We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.