Job description

Primary Function of Position At Intuitive, the needs of our customers are a key driver in our approach to service innovation. Within Global Services Product Management, we build deep understanding of customer needs by working closely with them to assess strengths and opportunities. We incorporate these insights into our Global Service offerings, capabilities, and digital service solutions. The Product Manager, Global Service Offerings will play a role in Global Services innovation by defining and executing Global Service offering strategy, pricing, portfolio alignment, market research, performance analytics, and commercialization. This role will focus on the day-to-day execution and evolution of our global service offering strategy, ensuring offerings deliver measurable value for customers while supporting company growth objectives. This role will partner across regions and functions—working with Service Operations, Sales, Marketing, Contracts, Finance, and Product—to design, launch, and optimize service offerings that align with customer needs, improve outcomes, and complement our medical device portfolio. This is a high-visibility role and directly influences recurring revenue, customer satisfaction, and the long-term success of our service business. The Product Manager will develop solution roadmaps and continuously iterate on those roadmaps based on user feedback, emerging customer and service team needs, and business objectives. Responsibilities for this role include both upstream and downstream activities. Upstream, the Product Manager will create proposals to enhance or develop new service capabilities, draft business cases to support those proposals, and define requirements for delivery. Downstream, they will consult on end-user training curriculum and marketing opportunities as a subject matter expert on the customer experience and program services. The Product Manager will have an understanding of the Global Services technology, Intuitive products, and associated capabilities. This role offers a unique opportunity to contribute to goals set forth by Global Services Leadership and product business units. Essential Job Duties • Manage the lifecycle of global service contract offerings—from design and pricing to launch, performance monitoring, and retirement. • Translate customer insights, market research, and product roadmaps into clear service offerings that align to customer outcomes and business goals. • Develop business cases to support service solution proposals that demonstrate the desirability, viability, and feasibility for the proposed solution. Use proposals to secure support and funding from relevant stakeholders and leadership. • Define value propositions that are simple, differentiated, and complementary to our medical device and digital solutions portfolio. • Manage a suite of internal and external service value tools. • Partner with Finance and Commercial teams to develop pricing and offering models based on market intelligence and economic analysis. • Monitor KPIs (renewals, upgrades, margin, adoption, value realization) and use insights to refine strategy. • Ensure offerings deliver measurable, outcomes-based value to customers and align to contract frameworks. • Collaborate with regional and global stakeholders (Sales, Pricing, Marketing, Contracts, Service Ops, Legal) to launch and scale offerings effectively. • Support Marketing’s efforts to create enablement materials (service collateral, readiness guides, tender support) and train teams to ensure successful adoption. • Support contract renewals and subscription processes to drive recurring revenue growth. • Work closely with Product Management, Engineering, and Service Delivery teams to incorporate evolving support requirements into service offerings and contracts. • Partner with Customer Success, Field Service Engineering, Technical Support, Business Systems, and Digital Services to ensure operational readiness and quality of delivery. • Act as a connector and subject matter expert across global teams, ensuring alignment on strategy, execution, and outcomes. • Establish and track key performance metrics, using dashboards and analytics to measure success and identify opportunities. • Conduct competitive and market analyses to guide evolution of service strategy. • Capture and synthesize customer feedback to inform future offerings and continuous improvement. • Develop and track goals for identified priorities. Ensure goals are aligned to business unit goals and corporate objectives. • Engage in conferences, customer visits, job shadowing, and other relevant activities to build and maintain subject matter expertise and familiarity with Global Services, customer needs, and strategic opportunities. • Perform other aligned duties as specified by Global Services Leadership Required Skills and Experience • Minimum 5 years professional experience in product management, portfolio management, service management in healthcare, medical device, or equivalent role • Demonstrated success designing and managing global service offerings/contracts, or similar offerings, including pricing, GTM execution, and lifecycle management • Experience with subscription/recurring revenue models, contract renewals, or tender processes • Strong financial and analytical acumen, with proven track record of data-driven decisions • Strong track record of leading strategic initiatives from concept through to completion • Experience building business cases, using qualitative and quantitative data, to secure funding, resources, project/program support, and contribute to budget planning/negotiations • Excellent collaboration and influencing skills; proven ability to work effectively in a highly cross-functional, matrixed global environment. • Exceptional written and verbal communication skills, with ability to develop and present impactful presentations on complex topics for cross-functional audiences (internal and external), director/VP-level leadership, and global stakeholders • Strong results orientation, organizational skills, and project management skills; able to prioritize and manage multiple initiatives and deadlines with attention to detail • Experience investigating and defining complex problems prior to solution development • Experience with market research, voice of customer feedback, voice of service feedback, or equivalent • Self-directed with awareness to proactively seek advice when needed • Strong knowledge of the MS Office product suite • Knowledge of medical device service operations or healthcare systems is a plus. • Experience with SFDC and tableau is a plus. Required Education and Training • Minimum Bachelor’s degree in a related field required Working Conditions • None Preferred Skills and Experience • MBA preferred 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. This position may be filled at a different job level than listed here depending on business need and/or on the selected candidate’s experience, knowledge and skills. Compensation will be based primarily on the job level at which the role is filled and the candidate’s qualifications, consistent with applicable law. Accommodation & Accessibility Notice: Intuitive is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require assistance or an accommodation during any part of the application or interview process, please contact People Services at HRHelpNow@intusurg.com. 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.

Requirements

Must-haves

Primary Function of Position
Essential Job Duties
Manage the lifecycle of global service contract offerings—from design and pricing to launch, performance monitoring, and retirement.
Translate customer insights, market research, and product roadmaps into clear service offerings that align to customer outcomes and business goals.
Define value propositions that are simple, differentiated, and complementary to our medical device and digital solutions portfolio.
Manage a suite of internal and external service value tools.
Partner with Finance and Commercial teams to develop pricing and offering models based on market intelligence and economic analysis.
Monitor KPIs (renewals, upgrades, margin, adoption, value realization) and use insights to refine strategy.
Ensure offerings deliver measurable, outcomes-based value to customers and align to contract frameworks.
Collaborate with regional and global stakeholders (Sales, Pricing, Marketing, Contracts, Service Ops, Legal) to launch and scale offerings effectively.
Support Marketing’s efforts to create enablement materials (service collateral, readiness guides, tender support) and train teams to ensure successful adoption.
Support contract renewals and subscription processes to drive recurring revenue growth.
Work closely with Product Management, Engineering, and Service Delivery teams to incorporate evolving support requirements into service offerings and contracts.
Partner with Customer Success, Field Service Engineering, Technical Support, Business Systems, and Digital Services to ensure operational readiness and quality of delivery.
Act as a connector and subject matter expert across global teams, ensuring alignment on strategy, execution, and outcomes.
Establish and track key performance metrics, using dashboards and analytics to measure success and identify opportunities.
Conduct competitive and market analyses to guide evolution of service strategy.
Capture and synthesize customer feedback to inform future offerings and continuous improvement.
Develop and track goals for identified priorities. Ensure goals are aligned to business unit goals and corporate objectives.
Engage in conferences, customer visits, job shadowing, and other relevant activities to build and maintain subject matter expertise and familiarity with Global Services, customer needs, and strategic opportunities.

Nice-to-haves

Knowledge of medical device service operations or healthcare systems is a plus.
Experience with SFDC and tableau is a plus.
Preferred Skills and Experience
MBA preferred

Application prep

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