Manager, Customer Training and Genesis Operations

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.

Primary Function of Position: The Manager, Customer Training and Genesis Operations will report to the Vice President of Customer Training, U.S. As a leadership team member, this individual will be a key player in leading and developing a regional operations team. Customer Training and Genesis are highly logistical functions that rely on strategic and efficient business processes and workflow. This individual will evaluate our current processes and focus on implementing strategic and efficient business processes that lead to operational excellence.

Essential Job Duties 

• Collaborate with training leadership to ensure that Intuitive technologies and advanced tissue models are effectively planned and resourced at the training centers.
• Manage the operations team's capacity through time studies; recommend resources needed to support the business in collaboration with training leadership and finance.
• Formulate, organize, and collaborate on Customer Training projects across the U.S and global regions.
• Evaluate & optimize process improvements regionally and across the global Customer Training organization.
• Facilitate and ensure operational excellence initiatives are properly scoped, resourced, and communicated to minimize risk. 
• Evaluate, develop, and maintain departmental policies, procedures & work instructions. 
• Ensure training records are managed & maintained; assess the quality of the records. 
• Oversee business system development, management, and maintenance (SharePoint, Qualtrics, ISU, Sortly, Coupa).
• Manage Agile submissions.
• Provide input to the budgeting, reporting, planning, and auditing process in collaboration with leadership.
• Manage and communicate contract updates and renewals, including training center agreements, loan agreements, and vendor agreements.
• Effectively manages diverse communications cross-functionally, internally, and externally. 
• Establish baseline metrics, analyze, interpret data, and develop reports to track performance against goals.
• Aligns with leadership to manage the integration of new technologies and products into the training center.
• Manage logistics and processes required to support the training centers. 
• Leads high-level projects that impact the region and/or global organization.
• Manages the Customer Training Operations CIP goals that align with the business strategy for the region.
• Oversee shipments and logistics.
• Oversee the process of applying for and delivering CE credits.

Required Skills and Experience

• Excellent written and verbal communication skills.
• Ability to clearly and concisely present information across multiple levels.
• Excellent organization, time management, and prioritization skills.
• Ability to adapt and change based on business priorities.  
• Project management experience preferred.
• Experience in leading continuous improvement projects.
• Experience with SFDC, Smartsheet, and/or Tableau preferred.
• Understanding of regional regulatory and compliance requirements.
• A minimum of 3 years’ personnel management experience is preferred.
• Strong problem-solving and critical thinking skills 
• Flexible and able to thrive in a fast-paced and ambiguous environment.
• Ability to collaborate effectively across organizations and regions to develop business solutions.  
• Strong desire and capability to listen, identify problems, and drive data-driven solutions.
• Self-starter with the ability to lead effective change management.
• Travel Requirements: Up to 20%.

Required Education and Training

• Bachelor’s degree is required, preferably in business administration, finance, or a related field.
• Experience in medical devices, professional education, or marketing.
• Experience with lean processes – LSS Black Belt preferred.
• Knowledge of sales, training, or marketing software tools.

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 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.

Preference will be given to qualified candidates who do not reside, or plan to reside, in Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, or Tennessee.

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 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.

Mandatory Notices

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.