Sr. Engineering Program Manager

Company DescriptionIt 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.Job DescriptionPrimary Function of PositionWe're seeking a dynamic Program Manager who combines technical expertise in AI/LLM technologies with exceptional customer relationship skills. This role is critical to our mission of delivering cutting-edge agentic AI solutions that truly meet our customers' needs. You'll be the bridge between our technical capabilities and our customers' success, ensuring smooth implementation, adoption, and optimization of our AI systems.Success in this role will be measured by customer satisfaction, adoption rates, and the ability to translate customer feedback into actionable product improvements. The ideal candidate will possess a consultative approach, technical depth, and strong communication skills.Essential Job DutiesKey ResponsibilitiesCustomer Onboarding & ImplementationGuide customers through multi-step data integration processes, ensuring their data is properly formatted and ingested into our agentic AI systemsCollaborate with customers to understand their specific use cases and configure our solutions accordinglyDevelop and maintain technical documentation and onboarding playbooksTesting & Quality AssuranceDesign and execute comprehensive test plans for customer-specific implementationsBuild and maintain automated testing frameworks to validate AI system responsesCreate and run evaluation protocols to ensure AI outputs align with customer expectationsIdentify edge cases and work with engineering to improve system performanceCustomer Success & Relationship ManagementServe as the primary technical point of contact for assigned accountsProactively engage with customers to drive adoption and identify expansion opportunitiesConduct regular check-ins and business reviews to ensure customer satisfactionTransform customer feedback into actionable product insightsTechnical EvangelismDemonstrate our agentic AI solutions to prospects and existing customersEducate customers on best practices for working with LLMs and agentic systemsCreate technical content (demos, tutorials, case studies) to showcase product capabilitiesSupport sales teams with technical expertise during the sales processQualificationsQualificationsRequired QualificationsTechnical Skills3+ years of experience in a technical customer-facing role (solutions engineering, technical account management, or similar)Programming skills in Python or similar languages for writing test scripts and automationsHands-on experience with LLMs, prompt engineering, and AI evaluation methodologiesUnderstanding of agentic AI concepts (tool use, multi-step reasoning, autonomous workflows)Customer SkillsExceptional communication skills with the ability to explain complex technical concepts to diverse audiencesNatural relationship builder who enjoys frequent customer interactionProven track record of managing multiple customer accounts simultaneouslyExperience presenting technical demos and leading customer workshopsConsultative approach to problem-solvingPreferred QualificationsExperience with specific LLM platforms (OpenAI, Anthropic, etc.)Background in machine learning, data science, or AI engineeringExperience with evaluation frameworks for AI systemsPrior experience in early-stage or high-growth technology companiesTechnical writing or documentation experienceEducation* Bachelor's degree in Computer Science, Software Engineering, AI/ML, or equivalent experience* Advanced degree preferred but not required with relevant experienceWhat Makes You Successful in This RoleYou're energized by customer interactions and thrive in client-facing situationsYou have a growth mindset and stay current with rapidly evolving AI technologiesYou're detail-oriented when it comes to testing but can zoom out to see the big pictureYou're comfortable with ambiguity and can help shape processes in a growing companyYou balance technical depth with business acumenWhat We OfferOpportunity to work at the forefront of agentic AI technologyDirect impact on product development through customer insightsCollaborative environment with cross-functional exposureCompetitive compensation and equity packageProfessional development opportunities in AI/MLAdditional InformationDue 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 NoticesU.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.Preference will be given to qualified candidates who do not reside, or plan to reside, in Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, or Tennessee.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 compensation ranges are listed.