Manager US Customer Service

Intuitive Surgical; Montgomery (AL); On-site; USD 90,000 - 130,000; Full time

Job summary

Intuitive seeks a seasoned Customer Services leader to join its global team in a fast-paced environment. You will oversee daily order management, customer inquiries, and cross-functional projects, driving world-class service for top healthcare institutions.

You will manage performance metrics, coach staff, and lead escalation handling while ensuring regulatory and SOX compliance. Excellent communication and Excel skills are required; English fluency and experience with Salesforce are essential.

Qualifications

• Minimum 5+ years in a customer-centric service environment, preferably medical device/equipment.
• Experience in high-volume order management and Order Management Systems.
• Ability to influence others with cross-functional partnerships and escalation management.
• Detail-oriented, organized with strong written and verbal communication; multitask and re-prioritize quickly.
• Proficient at turning qualitative/quantitative data into business insights.
• Excellent command of English; strong presentation skills.

Responsibilities

• Manage daily operations of order management and customer service; lead a team of CSRs.
• Monitor performance: call queues, emails, and Salesforce case assignments to meet SLAs/goals.
• Oversee ticketing/workflows; maintain best practices and service level targets.
• Lead quality programs, audits, and contact center metrics with cross-functional teams.
• Develop and distribute performance reports for management and stakeholders.
• Mentor staff, handle escalations, and coordinate with regional managers on coverage.

Skills

Customer service leadership

Order management

SFDC / Salesforce

Regulatory compliance

Communication

Excel

Cross-functional collaboration

Education

High School Diploma

3–7 years customer service experience

SAP experience

Tools

SFDC (Salesforce)

SAP

Job description

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life‑enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. As a pioneer and market leader in robotic‑assisted surgery, we foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible. We believe great ideas can come from anywhere, and we lead with inclusion, empowering team members to do their best work as their most authentic selves.

Primary Function of the Position

As part of the Customer Services Team, you will provide front‑line help to our customers’ concerns in a fast‑paced and dynamic environment while promoting customer advocacy through actions. Your responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to partnering with counterparts across the business to develop scalable support solutions that align with our company and business targets. You are a self‑starter who is adaptable in a rapidly changing environment and has a dedicated desire to learn, with experience in customer service, sales, marketing and supply chain.

Essential Job Duties

• Manage daily operations of the order management and customer service functions and lead a team of Customer Service Representatives.
• Monitor team performance, including call queues, email inbox, Salesforce case assignment to ensure alignment with departmental SLAs/Goals.
• Continuously monitor SFDC ticketing and case management workflows to maintain best practices and service level goals.
• Oversee the Communication/Call Quality Program and establish benchmarks for world‑class service standards.
• Partner with managers to conduct bi‑monthly quality audits of complaint records and oversee the interaction quality program.
• Develop and distribute operational and team performance reports to management.
• Mentor team members and act as the first point of contact for daily escalations.
• Collaborate with the East coast manager to develop, publish, monitor, and adjust the daily coverage schedule.
• Assist with daily out‑of‑office scenarios and floating holidays.
• Develop, evaluate, and update procedures and processes to ensure regulatory, SOX, safety, and financial compliance.
• Drive the creation, usage, and review of articles in the Knowledge Management System.
• Exercise full management authority, including recruitment, employee development, performance management, and compensation recommendations.
• Lead cross‑functional projects with key partnerships (sales, marketing, finance, accounting, customer training, sales training, IT).
• Identify opportunities for process improvement with a focus on cross‑functional efficiencies.
• Help with periodic process review of critical documentation for standard operating procedures and key processes.
• Conduct annual performance evaluations and quarterly performance job dialogues.
• Maintain a flexible work schedule, including weekend training and holiday coverage.
• Implement a career development strategy for direct reports and leverage Talent Action Plan tools to promote employee development.
• Assist with new‑hire interview and integration processes, including 30/60/90 day integration plans.
• Plan and facilitate quarterly onsite and annual meetings.
• Partner with customer service functions in other regions for global consistency, standardization, and efficiency.

Qualifications

Required Skills and Experience

• Minimum 5+ years of experience in a customer‑centric service environment, preferably in the medical device or equipment industry.
• Experience in high‑volume order management and Order Management Systems.
• Proven ability to influence others directly or indirectly with cross‑functional partnership and escalation management techniques.
• Detail‑oriented, organized, with excellent written and verbal communication skills and the ability to multi‑task and shift priorities quickly.
• Proficiency in gathering, breaking down, and distilling qualitative and quantitative data into insights for the business.
• Exceptional communicator with a proven track record of effective change management.
• Excellent command of written and spoken English.
• High level of responsibility, ownership and accountability.
• Ability to simplify highly complex issues for a non‑technical audience.
• Experience delivering impactful presentations to a variety of audiences.
• Calm under pressure with a positive attitude and dedicated work ethic.
• Intermediate to advanced knowledge of Microsoft Office applications (Outlook, Word, Excel).
• Ability to prioritize tasks based on business needs.

Required Education and Training

• Minimum High School Diploma or equivalent.
• Minimum of 3‑7 years of customer service experience or equivalent.

Preferred Skills and Experience

• Skills in managing a remote team and small‑to‑medium–sized projects.
• Experience in employee performance management, delivering performance improvement plans, and conducting performance reviews.
• Associates in Business Management a plus, with a minimum of three years of experience in a fast‑paced customer service, call center, or order management role.
• Knowledge of FDA, SOX, Sunshine, and other auditing agencies as they relate to customer services workflows.
• Knowledge of multi‑channel contact models (phone, email, chat).
• Experience with quote or order management in SAP or SFDC.
• Pro‑level knowledge of ticket/case lifecycle management.
• High level of knowledge of the Quote‑to‑Cash and Customer Return lifecycle process.
• Experience executing and driving change across multi‑cultural environments.
• Project management experience and familiarity with Lean Six Sigma methodology.

Additional Information

Due to the nature of our business and the role, 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.

Equal Opportunity Employer Statement

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.