Global Product Owner- Customer Service

Intuitive Surgical is looking for a Global Product Owner to maximize business value, adoption, usability, and performance across technology platforms and processes that support worldwide service operations. In this business product ownership role (not an IT delivery position), you will translate customer service strategy and operational needs into a scalable roadmap, then manage product lifecycle, backlog, governance, and continuous improvement.

Role overview

• Define and maintain the global product vision and strategy for Customer Service platforms.
• Develop and manage multi-year product roadmaps aligned to business objectives and Customer Service transformation initiatives.
• Own global Customer Service technology enhancement requests, including prioritization of enhancements, defects, and strategic initiatives based on business value and organizational objectives.
• Evaluate competing stakeholder requests and make final business prioritization decisions grounded in overall enterprise value.
• Serve as the primary business decision-maker throughout delivery cycles, including presenting roadmap updates, investment recommendations, risks, and business outcomes to senior leadership.
• Act as the primary escalation point for business prioritization decisions related to supported platforms.

What you will drive

• Lead process-discovery workshops and future-state design initiatives.
• Identify automation, AI, and digital transformation opportunities across Customer Service operations.
• Drive global standardization and harmonization of Customer Service processes.
• Support Lifecycle Revenue Management (LRM) and future-state service operating models.
• Improve user experience, workflow efficiency, and service effectiveness through the product lifecycle and feedback loops with global Customer Service teams.
• Monitor solution performance, adoption metrics, incident trends, and user feedback.
• Lead root-cause analysis for recurring issues and identify opportunities to reduce manual work, improve data quality, and streamline business processes.
• Represent the Voice of the Customer and Voice of the User across product decisions.
• Lead change management and user adoption activities, partnering with training teams and business leaders to support successful adoption of new capabilities.
• Develop success metrics and KPI frameworks to measure business outcomes.

How you will work

• Define clear product requirements, user stories, business outcomes, and acceptance criteria.
• Participate in sprint planning, backlog refinement, reviews, and release planning.
• Review and approve business requirements, functional designs, and user stories.
• Clarify requirements and business intent for IT and delivery teams.
• Accept or reject completed work against defined acceptance criteria.
• Partner with Business Analysts and Solution Architects to ensure solutions align with the product vision, business objectives, platform standards, and enterprise architecture principles.
• Build alignment across Customer Service, Finance, Supply Chain, Regulatory, Quality, and IT.
• Influence cross-functional teams without direct authority.

Required background

• B.S. or higher in Computer Science, Business Management, Project Management, or a related field preferred; non-technical degree with equivalent complex experience acceptable.
• 8+ years of experience supporting Customer Service, Order Management, CRM, ERP, or Customer Experience platforms.
• 3+ years of experience as a Product Owner, Product Manager, Business Lead, or in an equivalent business systems ownership role.
• Experience supporting global organizations and operating models.
• Experience working in a regulated industry; medical device experience is preferred.
• Demonstrated experience owning product strategy, business roadmaps, and backlog prioritization.
• Experience leading Agile delivery teams and participating in Scrum ceremonies.
• Demonstrated ability to influence leaders and drive cross-functional alignment without direct authority.
• Deep understanding of Order Management, Customer Service operations, complaint handling, returns, exchanges (RMA/AEX), and contact center processes.
• Strong understanding of customer experience, digital transformation, automation, and AI-enabled business solutions.
• Strong experience with Salesforce Service Cloud (SF360) and SAP ECC and/or SAP S/4HANA, and broader Customer Service technology ecosystems.
• Experience supporting telephony and contact center technologies.
• Strong data-driven decision-making skills, supported by reporting and analytics platforms.
• Experience defining KPIs, adoption metrics, ROI measures, and success criteria.
• Excellent executive communication, presentation, and stakeholder management skills.

Technologies

• Salesforce Service Cloud (SF360)
• SAP S/4HANA
• Salesforce Service Cloud
• SAP ECC
• Telephony platforms
• AI-enabled solutions

Location: Peachtree Corners, GA, United States (onsite). Shift: Day. Compensation: USD 136,600 - 231,300 per yearly. Note: Base compensation ranges are listed as Region 1: $160,700 - $231,300 and Region 2: $136,600 - $196,600. Compensation is based primarily on the job level at which the role is filled and the candidate’s qualifications, consistent with applicable law.

Additional information: Due to the nature of the business and the role, Intuitive and/or your customer(s) may require proof of current vaccination against certain diseases including COVID-19. Intuitive is an Equal Opportunity Employer. U.S. Export Controls may apply; in certain cases offers are contingent upon obtaining an approved export license and/or an executed Technology Control Plan (TCP) prior to start date. This position may be filled at a different job level than listed depending on business need and/or selected candidate experience. Accommodation & Accessibility: contact People Services at [email protected] for assistance or accommodations during the application or interview process. Market-competitive compensation packages include base pay, incentives, benefits, and equity.