Social Media Manager - Campaigns and Communities at Intuitive Surgical, Inc. in Portland, Maine

Job Description:

At Intuitive, we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. Our mission is our guiding force; our culture is the DNA that makes us unique.

As a pioneer in robotic-assisted surgery (RAS), we have been expanding our innovations through technology to help make a difference in the world. For 25 years, human ingenuity has guided our journey to help solve some of healthcare's complex challenges.

We believe a great idea can come from anywhere-inclusion and mutual respect are vital to our culture. We value character grounded in integrity, a strong capacity to learn, the energy to get things done, and diverse experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and strive to achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's help to advance the world of minimally invasive care.

Primary Function of Position:

This is an exciting role with significant visibility and an opportunity to further define best practice for Intuitive's global enterprise social media capability.

Reporting to the Sr Manager Social Media, you will be responsible for continued development of Intuitive's global brand social media campaign and community engagement strategies. As a member of the Global Brand and Creative team and the larger Global Marketing group, you will work cross-functionally to define and deliver meaningful, measurable business impact to internal and external stakeholders. You will work hands-on and shoulder-to-shoulder with leadership in Global Marketing, Global Public Affairs and Executive Communications, Hospital and Patient Marketing, Clinical and Product Marketing, Recruitment Marketing, and Sales.

The successful candidate will bring a seasoned, consistent approach in campaign and community management through efficient primary and secondary research/listening, opportunity identification, audience-first strategy, thoughtful resource application, program and stakeholder management, tactical optimization, and clear and actionable reporting. The role requires experience in strategy and content development for regulated industries.

Roles and Responsibilities:

• Bring marketing and communications partners together at regular intervals to understand goals and audiences to enable investigation and definition of commensurate, strategic social media opportunities under the direction of the Sr Manager Social Media
• Definition, presentation, management, optimization and regular reporting for social media campaigns and programs with dedicated agency support for paid strategy, execution and performance reporting
• Day-to-day care, feeding, and development of global brand accounts on established platforms (LinkedIn, Twitter, Facebook, Instagram, and YouTube)
• Hands-on, consistent community management and engagement including issues management and triage of customer / patient complaints and requests for post-market compliance (inside of set working hours, apart from crisis management or emergent situations where rotating shifts for active monitoring/response will be required)
• Manage and improve efficiency inside the established social media content request and development process to fuel always-on and evergreen content creation on monthly/quarterly planning cycle
• Manage concept definition, briefing, and production of high-quality, audience-focused content for global brand channels with in-house Brand and Creative teams and agency team
• Define, and continually refine, social listening for the purpose of daily monitoring, industry and competitive landscape, opportunity identification, customer and patient discussions (inc. complaints), and issues management (in partnership with Global Public Affairs)
• Consistently use data and analytics to drive strategic and tactical decisions, as well as to justify resources, aid in prioritization, and addition of new programs
• Partner with Market Intelligence group on meaningful inclusion of social media insights relevant to existing market research/reporting
• Identify, validate, and make the case for new accounts, channels, campaign types, tools, and cross-functional programs as warranted

Skill/Job Requirements:

• Minimum 5+ years of increasing responsibility for brand, or client brand, social media community and campaign management in regulated industry; medical device experience preferred
• Demonstrable results in global social media campaign management
• Comfortable and consistent from the C-Suite to the cheap seats, and as much concern and respect for others as you have for yourself
• Mastery in utilization of major SMM, SaaS and listening tools (Ex: Social Studio, Sprinklr, Symplur, Brandwatch) and comfort with complementary tools (Conductor, Digimind...) to consider SEO, market, earned media
• Proficiency and demonstrable experience with on-platform, paid campaign definition, management, and the ability to turn data points and acronyms into actionable insights
• Proven ability to solve open-ended problems and work cross-functionally towards shared goals
• Ability to keep a cool head and emotional resilience while juggling multiple projects and stakeholders
• A desire and ability to understand complex medical systems and the needs of the individuals and groups that work inside and are adjacent to them
• Deep and broad reporting, budget, program and agency management, analytical and prioritization skills
• Superior verbal/written communication, presentation, and interpersonal skills
• Impeccable attention to accuracy and detail
• Minimum BA/BS degree preferred in Marketing, Public Relations, Business, or Communications

Intuitive is an Equal Employment 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.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

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