Sr Mgr Customer Training & Genesis

Primary Function of Position:

The Senior Manager, Customer Training and Genesis will report to the VP, Customer Training and Genesis, WW Indirect Mkts. As a senior member of the customer training leadership team, this individual will be a key player in leading and developing System Technology and Application training programs. The Senior Manager, Customer Training, will lead the team in the continuous improvement of these training programs, will effectively manage and develop a team of Trainers and collaborate with the VP to effectively support Training Center operations and deliver results. This leader will expand the utilization of Intuitive Surgical technologies within territory by partnering with customers, distributors and internal partners to identify and implement best practices in utilization, training, and optimization of robotic surgery programs. Additionally, the Senior Manager, Customer Training and Genesis will manage a team of field-based consultants and specialists focused on delivering best practices in successful management of sustainable robotic surgery programs with an emphasis on standardization, efficiency and safety.

Roles and Responsibilities:

• Collaborates with customer training leadership team, sales team, marketing, and other stakeholders throughout the organization to ensure training and consulting support is properly allocated to meet the needs of the business.
• Measures training and consulting effectiveness and leads initiatives to improve programs. Routinely develops new or improved Customer Training offerings. Relied upon to consistently oversee and/or otherwise design/deliver training and consulting programs of considerable, measurable impact.
• Manages the integration of new technologies, products, and training models
• Manages training center logistics, inventory, calendar; consistently seeks operational efficiencies. Develops novel solutions to meet complex requirements. Independently and effectively manages budgets and other resources.
• Hires, develops, and trains members of the customer training team and Genesis team to support the growing and evolving needs of the company; mentors experienced team members and develops future leaders; mentors and develops existing leaders.
• Manages or oversees proper workflow, inventory, and safety adherence, as necessary.

• Develops sustained competency of the Trainers in the following areas:
  • System Technology and Ion
  • System Applications
  • Training Pathway process
  • Training/coaching techniques and methodologies
• Manage initiatives within customer accounts in territory

• Set and manage implementation goals
• Educate sales team on best practices of Genesis program utilization and how to implement within their territories
• Drive alignment of program with sales teams and ecosystem partners within territory through collaboration with regional leaders
• Manage T& E budgets across team
• Participate in project teams or otherwise provide support, feedback and insight related to product integration to marketing, product development, and regulatory teams
• Manage requests for field support related to product CAPA as needed
• Present metrics and milestones at department and executive meetings
• Create & report outcomes of relevant (electronic) surveys
• Leads high-level projects that impact the entire organization
• Plays a lead role in strategic planning within PEPS organization and with cross-functional groups.
• Manages the Customer Training and Genesis tactics and goals that align with the business & commercial strategy for the region.
• Routinely solves complex problems that enable the team to make significant progress.
• Regularly defines and assigns stretch goals for the team and individuals on the team, driving for ever-increasing standards, performance, results, and team competencies. Sets and holds individuals and teams accountable for very high standards of competencies and overall performance.
• Effectively manages diverse communications cross-functionally, internally, and externally.  Effectively captures and represents the voice of the function and ISI overall.  Effectively distills complexity and provides clear and actionable direction and information.

Required Knowledge, Skills, and Experience:

• 12+ years of Training / Professional Education / Consulting/ Management experience
• B.A. / B.S. Degree preferably in Clinical or Health Sciences, Healthcare Management, Business Administration, Communications, Education
• Extensive experience effectively leading and developing others
• Demonstrated ability to lead initiatives cross departmentally to achieve goals
• Extensive 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 preferred
• Medical-device experience preferred
• Proficient in English – verbal articulation and written communication

Additional Responsibilities

• Leads presentations for the department and organization
• Communicate and educates the commercial team on requirements related to policy, process, and compliance
• Manage Indirect to Direct transitions, if applicable
• Maintaining competency and currency on technology training protocol following the onboarding program guidelines, and annual competency check
• Travel required, up to 50%

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.

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.