Business Optimization Program Manager - Customer Service

* This position can reside in Peachtree Corners, GA or Sunnyvale, CA

The Business Optimization Program Manager for Intuitive Customer Service is responsible for analyzing, enhancing, and managing customer service processes to ensure an intuitive and seamless experience. This role focuses on driving analytics-based insights, managing programs / projects, and implementing process enhancements to improve customer satisfaction and operational efficiency. This individual will also be responsible for representing the department on assigned projects throughout their respective lifecycles.

This individual will focus on improving the customer and user experience. They will have a proven ability to streamline processes and improve business system UI/UX to simplify customer interactions and help support business growth and scale. This individual must demonstrate a high degree of business system knowledge, optimization skills, and experience collaborating with IT and other cross-functional teams and possess strong communication skills.

The successful candidate will have a strong track record of driving business system efficiencies through improvements to workflows and the addition of novel technologies in contact center and Salesforce Service cloud environments. This role will be based on-site at our campus in Peachtree Corners, Georgia.

Essential Job Duties (Specific responsibilities and tasks an individual would be expected to perform in the role. Additional job duties may be determined by functional people manager)

Key Responsibilities:

1. Strategy Development: (30% of time)
   1. This position will support strategic goals by examining processes, evaluating challenges, and implementing changes to drive improved quality and operational efficiency

1. 1. Conduct thorough evaluations of current customer service processes to identify inefficiencies and areas for improvement.
   2. Collaborate with stakeholders to design innovative process enhancements aimed at elevating customer experiences.
2. Program Management: (25% of time)
   1. Oversee the initiation, planning, execution, and closure of customer service enhancement programs.
   2. Coordinate with cross-functional teams to ensure alignment and progress towards strategic objectives.
   3. Implement rigorous project management methodologies to ensure timely delivery and adherence to budget.
   4. Ensure seamless integration and effective communication of process changes across all relevant departments.
3. Continuous Improvement: (20% of time)
   1. Promote a culture of continuous improvement by encouraging innovation and adoption of best practices within the customer service function.
   2. Stay informed of industry trends and emerging technologies to maintain a competitive edge in customer service excellence.
   3. Drive initiatives that foster an environment conducive to ongoing learning and development for the customer service team.
4. Stakeholder Collaboration: (15% of time)
   1. Establish and maintain strong relationships with internal and external stakeholders to facilitate seamless collaboration.
   2. Organize and lead workshops and meetings to gather comprehensive input and feedback from stakeholders.
   3. Ensure alignment of customer service strategies with broader organizational goals.
   4. Collaborate with cross-functional teams to identify, document, and standardize existing processes
5. Analytics and Insights: (10% of time)
   1. Leverage advanced data analytics tools to gather, interpret, and synthesize customer service data.
   2. Establish key performance indicators (KPIs) to measure the effectiveness and efficiency of documented processes
   3. Develop basic reports and dashboards to provide insights into key performance indicators (KPIs) and trends.
   4. Generate reports and provide insights to management on process performance, identifying areas for further improvement

Qualifications:

• Bachelor's degree in Business Administration, Engineering, or a related field

• 7+ years of proven experience in strategy development, process improvement, or project management
• Experience in Customer Service is preferred
• Strong analytical skills and the ability to analyze complex processes and identify areas for improvement
• CRM system expertise (Salesforce, SAP, NetSuite, etc.)
• Proficiency in data analytics tools (e.g., Excel, SQL, Tableau, Power BI)
• ERP system familiarity (SAP, Oracle, etc)
• Flexible and able to work in a dynamic, fast-paced work environment
• Strong organizational skills and attention to detail
• Ability to work independently and collaborate effectively in a team environment
• Commitment to continuous learning and staying updated on industry trends
• Strong project management skills with experience in leading cross-functional teams.
• Excellent communication and interpersonal skills.
• Knowledge of customer service best practices and technologies

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

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes. 

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 base compensation ranges are listed.