Global AI & Automation Strategy Lead for Services

Socket.dev

Sunnyvale (CA)

On-site

USD 180,000 - 260,000

Full time

14 days+

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Benefits offered by this job

Market-competitive compensation

Equity benefits

Job summary

Intuitive Surgical seeks a Senior Strategy Manager for Global Services AI and Automation to define and execute strategy, governance, and delivery of AI, automation, and digital transformation initiatives across Global Services. You will lead a team focused on AI innovation, intelligent automation, analytics, and process optimization while ensuring compliance and quality standards.

This business role partners with Global Services leadership, IT, and stakeholders to improve customer experience,

Qualifications

Bachelor's degree in Information Systems, Computer Science, Engineering, Business, Data Science, or related field or 10+ years of experience in business systems, automation, digital transformation, process improvement, or technology leadership.
5+ years of leadership experience managing technical, business systems, or transformation teams.
Experience implementing AI, automation, analytics, or digital transformation initiatives at enterprise scale.
Strong understanding of service operations, customer support, field service, or customer experience processes.

Responsibilities

Develop and execute a multi-year AI and Automation roadmap aligned with Global Services and enterprise objectives.
Identify opportunities to leverage AI, machine learning, generative AI, RPA, workflow automation, and predictive analytics.
Establish an innovation framework balancing experimentation, governance, risk, and value realization.
Drive adoption of emerging technologies to improve customer and employee experiences.
Partner with business leaders to assess operational challenges and identify opportunities for automation and optimization.
Lead process improvement initiatives to reduce manual effort and improve service delivery performance.
Facilitate automation opportunity assessments and prioritization workshops across Global Services functions.
Establish metrics and reporting to measure automation effectiveness and ROI.
Lead the design, development, implementation, and support of AI-enabled solutions and automation platforms.
Oversee delivery of solutions supporting CRM, service operations, customer support, knowledge management, telephony, field service, and customer-facing technologies.
Collaborate with enterprise architecture and IT teams to ensure solutions are scalable, secure, and integrated.
Establish standards, methodologies, and best practices for AI and automation development for global services.