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Program Manager Customer training – Specialized and Academic programs UK

Job Description

Job: Customer Service and Field Support
Primary Location: United Kingdom-Greater London-London-Great Britain
Schedule: Full-time
Requisition ID: 200429


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.


Primary Function of Position:


The Program Manager, Academic Programs will report to the Manager Customer Training.  As a member of the training team, this individual will be a key player in supporting creation of professional development programs for our Academic customers. 

The Program Manager will focus on specialized training (such as advanced course, training of the expert, etc.) and on the Academic programs (residents & fellows curriculum and courses)

The Program Manager will also concentrate on creating courses specifically focused on da Vinci Fellowship & Residency training as well as targeted programs designed to enable Program Directors of the hospitals to effectively develop curricula for their residents and fellows.

The Program Manager will develop, refine and carefully measure the impact of the different programs and will focus on aligning with training leadership, marketing and sales to ensure we are providing high quality, impactful training offerings.



Roles and Responsibilities: (Applying to Specialized and Academic programs)


Societies & KOL

  • Partner with surgical societies to create strong relationships in order to influence surgeon training
  • Attend society events & congresses to build relationships with Key Opinion Leaders, high-volume surgeons, and administrators
  • Collaborate with key opinion leaders , which also include clinical and surgical societies,  to build training programs designed to educate and support customers’ development of da Vinci system technology skills
  • Identify and develop new key opinion leaders


Need analysis and planning

  • Analyze the specific needs of each assigned counties and propose a high level plan to address them
  • Initiate alignment with the Sales, Marketing, Customer Training Managers and Directors to identify and implement the specific needs of the areas
  • Create and develop training strategy in alignment with Manager, Customer Training


Curriculum design and content

  • Create and implement detailed and measureable training plans/programs
    • Drive adoption of curricula across selected sites
    • Segment programs within specialties to create appropriately-tiered activities and programs
    • Create turn-key programs which can be easily understood and implemented by all institutions regardless of surgical specialty
  • Develop strategy and action plans to deliver accredited courses for surgeons and OR staff
  • Partner with the clinical & product education team to develop effective training content
  • Propose detailed and measureable residency and fellowship training plans/programs
    • Driving adoption of development plans across selected academic sites
  • Analyze academic and specialized customer training programs effectiveness and implement enhancements as necessary
  • Work with proctors, academic & operating room staff, teams and individuals to create a comprehensive training plan
  • Create agendas as needed and obtain regulatory approval



  • Develop and implement advanced training programs for surgical teams
    • Identify and vet potential surgeon leads for capacity, personality, and willingness to be coached
    • Provide feedback to existing hosts on delivery, presentation, and lab execution
    • Collaborate with marketing counterparts on host selection, forecasting and planning
  • Advise customers as required on how to best implement and fully complete, the curriculums and  training plan recommended by Intuitive
  • Collaborate and coordinate with the customer training team to ensure training support is properly allocated to meet training program needs
  • Build and support training programs at designated training centers
  • Insure proper follow-up of the Academic programs and curriculum that are performed at the customers’ sites. Including support to the designated Hospital coordinators.
  • When needed support programs at the hospitals (in the operating room, at their training center, etc.)



  • Initiate collaboration with other medical device companies to provide enhanced support and material for Intuitive Academic and Surgeon-Led courses
  • Lead and support training programs and Society events when needed. This includes supporting the needs of the surgeon educators and course participants
  • Manage the planning and execution of da Vinci training at non Intuitive training sites in order to develop KOLs training initiatives
  • Maintain competency and currency on the technology training protocol training protocol and Surgeon-led courses conducting training events at least 6 times per quarter a technology training (TR100) and advanced courses (TR300-400-500) as much as assigned by the Manager, Customer Training.
  • Partner with Customer Service Team/dVRC to schedule training events in labs in alignment with forecast and develop/implement improved processes



Skill/Job Requirements:

  • B.A. / B.S. Degree in Clinical or Health Sciences, Healthcare Management, Business Administration, Communications, Education
    • Graduate degree preferred
  • Minimum 6 years of Training / Professional Education experience
  • Significant experience with professional education program development
  • Demonstrated ability to work with KOLs in a program development or teaching capacity

  • Demonstrated ability to work cross departmentally to achieve goals

  • Knowledge of anatomy, physiology, medical disease states, surgical applications and operating room environment
  • Excellent oral and written communication skills
  • Strong interpersonal skills
  • Knowledge of adult learning principles
  • Medical-device experience preferred
  • Ability to travel up to 75% to support pilots, programs and initiatives