{"id":4210960,"url":"https://alion.io/job/intuitive-surgical-director-learning-technology-and-operations-2","title":"Director, Learning Technology and Operations","company":{"id":3128,"name":"Intuitive Surgical","domain":"intuitive.com","url":"https://alion.io/company/intuitive","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":66,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Peachtree Corners, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"21 CFR Part 11","optional":false},{"name":"Agile","optional":false},{"name":"CAPA","optional":false},{"name":"GDPR","optional":false},{"name":"ServiceNow","optional":false},{"name":"Veeva","optional":false}],"status":"live","first_seen_at":"2026-11-12T20:49:19Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-13T00:59:54Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nWe’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.\nThe 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.\nIf you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.\n Primary function of Position:\nThe Director, Learning Technology and Operations is a product-led leader responsible for Intuitive’s enterprise learning technology ecosystem, including SAP SuccessFactors Learning and Percipio. The Director sets the product strategy and roadmap and drives continuous improvement.\nThis role reports to the Sr. Director, People Tech & Digital Employee Experience. The Director leads and develops the product management and global Learning Management System (LMS) administration teams across the US, India, and Mexico, and builds a scalable support model as the function moves into People Technology. The role partners with IT and Quality Management to keep the platform reliable and compliant, and with Learning & Development, HR, Procurement, and Finance organizations to deliver modern, easy-to-use learning experiences.\nThe ideal candidate has deep learning platform expertise, experience running learning systems in a regulated environment, and a proven record of leading change. Financial and vendor management skills, and the ability to use AI and automation to improve service and efficiency, round out the profile.\nKey Responsibilities\nGlobal Operations & Service Delivery Oversight\nProvide leadership oversight for global LMS operations and service delivery across the US, India, and Mexico, working through the Tier 1 and Tier 2 Operations Managers.\nUse data, ticket trends, and user feedback to set SLA, quality, and satisfaction targets and to identify where service can be elevated.\nReview performance with the Operations Managers on a regular cadence and hold them accountable for results.\nSimplify operations by standardizing and automating processes, knowledge content, and reporting, and by removing duplicative work.\nSet priorities and guide capacity and investment decisions to balance sustaining support against transformation work as demand grows.\nEstablish the controls and standards that keep LMS operations accurate, secure, private, and audit-ready, including how approved changes are implemented and how completion records and objective evidence are archived in the GxP system.\nServe as the executive escalation point for critical incidents and for cross-functional and vendor issues.\nLeadership & Team Development\nLead the product management team and the global LMS administration team of managers, administrators, and contractors, aligning both to a single product vision and setting clear expectations, goals, and accountability for results.\nDevelop the team through coaching on complex technology decisions, defined career paths, skills development, and succession planning, building a leadership bench and cross-region capability.\nFoster a customer-centric culture focused on learner experience, accountability, continuous improvement, and learning.\nManage workload and priorities across the team and the employee/contractor mix.\nPromote agile ways of working and strong cross-functional partnerships across HR, Quality, Technology, and business teams.\nOrganizational Change & Transition\nLead the planning and execution of the transition of the LMS administration organization, processes, and platform operations into People Technology, with defined milestones, risks, and success measures.\nMaintain service continuity, compliance, and audit readiness throughout the transition, with no degradation in SLAs or user experience.\nAlign operating model, governance, tooling, and ways of working with People Technology and Digital Employee Experience standards, and identify opportunities to share services and capabilities across People Technology platforms.\nLead change management and communication for the team, stakeholders, and users.\nPartnership with IT and Quality Management\nPartner with IT on the technical roadmap, release schedule, upgrades and patches, integrations, and platform performance, providing clear requirements and acceptance.\nParticipate in release testing and validation and support IT in creating and maintaining validation documentation.\nEstablish joint operating rhythms with IT, including release planning, incident and escalation reviews, and shared project tracking, so that service issues and platform changes are resolved quickly.\nPartner with Quality Management so that approved training content, assignments, and removals are implemented accurately and on time.\nSupport quality audits and corrective and preventive actions (CAPAs) by providing LMS reports and records when requested.\nAlign LMS processes and work instructions with quality procedures and change control and establish clear decision rights and escalation paths with IT, Quality, and Learning & Development.\nFinancial Accountability\nOwn the annual budget for the learning technology operations, vendor services, contractors, and program spend; forecast accurately and manage variances.\nBuild business cases and ROI/TCO analyses for new capabilities, platform changes, and resourcing decisions, and present them to senior leadership.\nDrive efficiencies and cost avoidance through license and content rationalization, process standardization, and optimization of the regional and employee/contractor delivery mix.\nTrack and report operating metrics such as cost per ticket, cost per learner, and license utilization to demonstrate value and guide investment decisions.\nVendor Management\nAct as the key liaison between internal customers, technical resources, and vendors, and jointly own with IT the relationships and contracts with SAP, Percipio, learning content providers, and managed service and contractor partners, including negotiation, renewals, and commercial terms in partnership with Procurement.\nHold vendors accountable to SLAs, quality standards, and roadmap commitments through regular performance reviews, and escalate and resolve issues.\nDrive key product enhancements on behalf of Intuitive and represent Intuitive’s needs in vendor roadmaps and user communities.\nProduct Management & Strategy\nOwn the product vision and roadmap for the learning technology ecosystem, and align it with IT’s technical roadmap, in sync with Intuitive’s business growth goals and people priorities.\nTranslate business needs, voice-of-customer input, and enhancement requests into a prioritized, scalable roadmap with clear KPIs and measurable outcomes.\nDefine release requirements, confirm acceptance of scope and lock scope with IT, and establish and execute the global launch plan, including training, collateral, and communications.\nDefine and execute LMS controls, permissions, and best practices, and own monitoring of all learning domains.\nEstablish an operating model for the large community of stakeholders and departments that request and maintain learning content, including intake, standards, and lifecycle management, in partnership with Learning & Development.\nGovernance, Quality & Compliance\nGovern policy and practice through cross-functional learning technology governance forums, including executive and advisory input.\nEnsure LMS operations meet audit readiness, certification governance, and GxP-compliant record-keeping requirements defined by Quality and Regulatory, working with IT on the validated state of the platform.\nOwn release documentation, including work instructions and procedures, and oversee the functional health of integrations with systems such as Veeva, Workday, product lifecycle management, and ServiceNow.\nLearning Experience & Skills-Based Enablement\nLead the evolution of how employees discover, access, and engage with learning through improved search, personalization, guided workflows, and self-service.\nDefine the functional requirements and data model needs to support skills-based talent development in partnership with Talent Management, Learning & Development, and HR systems teams.\nAI & Automation\nEvaluate and adopt AI and automation capabilities available in SAP SuccessFactors, Percipio, and ServiceNow, such as intelligent support and case deflection and administrative automation, piloting and scaling high-value use cases that improve service quality and efficiency.\nEnsure AI and automation solutions align with governance, compliance, data security, privacy, and responsible AI standards, including validation expectations in a regulated environment.\nAnalytics, Adoption & Continuous Improvement\nMonitor and improve key performance indicators, including SLA attainment, user satisfaction, self-service adoption, content quality, cost efficiency, and program outcomes.\nCommunicate progress, outcomes, and business value to HR and executive leadership.\n Skills, Experience, Education & Training\nMinimum Qualifications:\nMinimum 12+ years of learning technology or HR technology experience with proven results in creating technical strategies, developing business requirements, deploying technologies, and business process re-engineering.\nMinimum 7+ years leading, developing, and coaching technical or operational teams.\nMinimum bachelor’s degree in technology, business, or a related technical field.\nExperience managing learning systems in a regulated environment (medical device, pharmaceutical, or similar), including GxP, 21 CFR Part 11, and quality management system-related training requirements.\nDeep expertise in the SAP SuccessFactors Learning platform, including configuration, curriculum and assignment management, integrations, release management, and administration at enterprise scale.\nExperience leading global, multi-tier support operations with defined SLAs and ticketing systems (e.g., ServiceNow), including teams that combine employees and contractors, at a company with employee populations across multiple regions.\nExperience partnering with IT and Quality organizations on validated system releases, change control, and audit support.\nExperience owning a budget and managing vendor relationships and contracts, with a track record of driving cost efficiencies.\nDemonstrated product management experience, including owning a roadmap, prioritizing against competing demands, and measuring outcomes with KPIs.\nStrong customer orientation and superb communication skills, with the ability to communicate clearly with technical, functional, and executive audiences; strong personal and technical influencing skills.\nStrong collaborator who can engage and influence partners across the company and define clear ownership and decision rights with peer functions; interacts frequently with internal and external senior-level leadership.\nProcess orientation and technical project management skills; experience with multiple project methodologies, including Agile/iterative development, a plus.\nFamiliarity with US and global data privacy laws, GDPR, and Sarbanes-Oxley compliance.\nPreferred Qualifications:\nExperience leading a team through an organizational transition, integration, or platform modernization.\nExperience with Percipio or similar learning content platforms, and with LMS integrations to systems such as Veeva, Workday, and ServiceNow.\nExperience with skills-based talent frameworks, ski...","description_format":"text","description_chars":15528,"description_truncated":true,"requirements":{"experience_years_min":12,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity"],"hiring_locations":[{"name":"United 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