Senior Strategy Manager, Global Services AI and Automation

Primary Function of Position:

Senior Strategy Manager Global Services AI and Automation is responsible for defining and executing the strategy governance and delivery of Artificial Intelligence (AI) Automation and Digital Transformation initiatives across Global Services. This role partners closely with Global Services leadership IT and cross-functional stakeholders to identify opportunities that improve customer experience employee productivity operational efficiency and business scalability.

The Senior Manager will lead a team focused on AI innovation intelligent automation analytics and process optimization while ensuring all solutions meet the compliance validation and quality standards required.

This is a business role and NOT a solution (IT) role.

Roles and Responsibilities:

• AI & Automation Strategy
  • 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 robotic process automation (RPA) workflow automation and predictive analytics.
  • Establish an innovation framework that balances experimentation governance risk management and business value realization.
  • Drive adoption of emerging technologies to improve customer and employee experiences.
• Business Process Transformation
  • Partner with business leaders to assess operational challenges and identify opportunities for automation and optimization.
  • Lead process improvement initiatives focused on reducing manual effort increasing scalability and improving service delivery performance.
  • Facilitate automation opportunity assessments and prioritization workshops across Global Services functions.
  • Establish metrics and reporting to measure automation effectiveness and ROI.
• AI & Digital Solutions Delivery
  • 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 that align with the corporate requirements.
• Governance Risk & Compliance
  • Create governance processes for AI and automation initiatives including intake prioritization approvals and monitoring for global services.
  • Ensure solutions comply with applicable regulations quality system requirements and data privacy standards.
  • Partner with Quality Regulatory Legal Privacy and Cybersecurity teams to assess risks associated with AI solutions as required.
  • Support validation activities for systems operating within regulated environments and ensure appropriate documentation is maintained.
• Data & Analytics Leadership
  • Promote data-driven decision making through advanced analytics dashboards and operational insights.
  • Partner with business analytics and IT stakeholders to improve data quality accessibility and governance.
  • Leverage AI and analytics to identify trends predict service demand improve customer support outcomes and optimize resource utilization.
• Vendor & Technology Management
  • Evaluate emerging AI and automation technologies vendors and strategic partnerships.
  • Manage vendor relationships and contracts related to AI automation and analytics solutions.
  • Lead proof-of-concept initiatives and business case development for new technologies.
• People Leadership
  • Build and lead a high-performing team of AI Automation Business Systems and Process Excellence professionals.
  • Foster a culture of innovation experimentation accountability and continuous improvement.
  • Coach team members on emerging technologies business process optimization and digital transformation methodologies.
  • Develop organizational capabilities that support long-term AI adoption and operational excellence.

Qualifications :

Required Qualifications

• Bachelors 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.
• Experience with enterprise platforms such as CRM workflow automation and analytics solutions.
• Demonstrated ability to build business cases and deliver measurable business outcomes.
• Strong stakeholder management and executive communication skills.
• Experience in the medical device healthcare life sciences or other regulated industries with knowledge of GxP Computer System Validation (CSV) AI governance and risk management frameworks.
• Experience with Generative AI machine learning intelligent automation RPA and predictive analytics.
• Familiarity with AI governance responsible AI principles and data privacy regulations.
• Lean Six Sigma Process Excellence Agile or Project Management certifications a plus.

Additional Information :

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 employeeswho 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 governments 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 employeesstart 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 candidates experience knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidates 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.

Remote Work :

No

Employment Type :

Full-time