Senior Customer Operations Manager

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

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.