Manager, Commercial Technologies CoE - Salesforce

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Primary Function of Position:

The Commercial Technologies Center of Excellence (CoE) - Salesforce drives value across the enterprise with processes, capabilities, and technology.  Over 7,000 Intuitive colleagues leverage tools we manage as the backbone of their business and as the system of record.  In this position, you will operate as a partner and trusted advisor for the global Commercial organization, as well as all users of our solutions.

Reporting to the Director, Commercial Technologies CoE, the Manager, Commercial Technologies CoE - Salesforce, will be responsible for developing and optimizing solutions (process and technology) to fuel our continued growth.  You will lead a team of business analysts & admins, partner with IT organization, and guide the business for establishing and enhancing solutions.  By aligning with our stakeholders and leaders, you will identify key areas of improvement, socialize & prioritize those based on business needs, and work through multiple teams to bring those ideas to market.  

Roles & Responsibilities:

• Drive significant improvements in our ability to support the business
  • Establish appropriate SLAs for Case response times based upon type and urgency
  • Develop automation and efficiencies related to high volume/low expertise Case Areas (user setup, etc.)
  • Create Dashboard of Case volumes, types, SLAs, actuals, and team member case volume
• Lead a global team of Business Analysts and Salesforce Admins
• Collaborate with stakeholders at all levels to define business systems requirements for new technology implementations
• Manage the delivery of incidents, bug fixes & enhancements to ensure the timely closure with required quality
• Identify and prioritize all process and system enhancements based upon business needs
• Research new technologies, including AI, to provide efficiencies and capabilities to our stakeholders
• Build and refine a roadmap of features and capabilities, providing our stakeholders with clarity as to when they can expect rollouts of the functionality
• Align on ROI and adoption metrics to quantify the value we deliver to the business
• Coordinate relevant business resources to insure we deliver incredible solutions…including resources for Needs Assessment, Requirements Gathering, Acceptance Criteria, Business Process Mapping, Testing, Training, and ongoing continued support and utilization
• Collaborate globally and cross-functionally to identify best practices and process gaps and develop plans to align
• Foster strong partnerships with IT and other enabling functions
• Grow & develop team members to be their best selves, including having documented Development Plans and regular discussions on how to grow
• Be a Connector…build relationships with the teams we serve and are served by.  Understand their business, priorities, and pain points.  Drive holistic end-to-end conversations and break down silos
• Leverage data on utilization, value, ROI, business direction, time spent, and more to continually optimize our fast-growing business
• Drive regular alignment meetings with our leadership team to understand where the business is headed, and what is needed for success
• Establish team's expectations and clear direction to meet department's goals and objectives
• Support ad hoc projects as prioritized by leadership

Skills, Experience, Education, & Training:

• At least 5+ years of experience managing Salesforce platforms, business systems, or commercial technology solutions, including roadmap planning, stakeholder management, and process improvement initiatives
• Strong understanding of the Salesforce.com platform
• Experience leading people and processes
• Ability to interact and influence a variety of users and senior leaders
• Ability to work and manage projects independently
• Very strong collaboration and influence capability required
• Strong problem solving, critical thinking, and analytical skills are required
• Effective project management and facilitation skills required
• Strong leadership, relationship building, influencing and negotiation skills
• Ability to travel up to 10%
• This role requires working onsite in our Peachtree Corners, GA office Tuesday, Wednesday, and Thursday every week

Required Education and Training

• Bachelor's or undergraduate degree in Computer Science, Information Systems, Business, or equivalent experience

Preferred Skills and Experience

• Experience supporting users in a medical device company is desirable

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.

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.