Job Function: Customer Management
Job Sub Function: External Customer/Product Training
Job Category:Professional
All Job Posting Locations:Remote (US), Warsaw, Indiana, United States of America
Job Description:We are searching for the best talent to join our DePuy Synthes team as a
Senior Manager, VELYS Digital Enablement; 2 openings, preferably with one located on East Coast and one on West Coast respectively.
Purpose:DePuy Synthes is shaping the future of digital surgery. As the VELYS ecosystem continues to expand, our competitive advantage is our ability to turn every installation into a successful, growing robotic program that delivers lasting value for surgeons, health systems, and patients.
The Senior Manager, VELYS Digital Enablement is a regional account execution and clinical leadership role responsible for translating VELYS strategy into proactive customer success across an assigned region.
This leader directly manages and develops a team of VELYS Clinical Managers (VCMs) while operating primarily across and ahead of the business, connecting customer insights, utilization data, clinical activity, commercial priorities, and emerging technologies to anticipate account needs and growth opportunities before they become field escalations.
The Senior Manager maintains strategic oversight of the VELYS customer lifecycle from pre-launch planning and implementation through adoption, utilization, optimization, and expansion. Working across Sales, Clinical, Education, Field Service, Marketing, and Commercial Enablement, this leader creates alignment around account priorities, proactively removes barriers to execution, and ensures customers experience one DePuy Synthes throughout the lifecycle of their VELYS investment.
Key Responsibilities:Lead Through VELYS Clinical Managers- Lead, coach, and develop a regional team of VELYS Clinical Managers, providing timely performance feedback, career development discussions, and succession planning to build the next generation of VELYS leaders.
- Develop direct reports as player-coaches who maintain active account launch responsibilities while effectively leading, coaching, and developing their own clinical teams.
- Establish clear standards, policies, and operating rhythms for clinical excellence, launch execution, VCS development, and operational performance.
- Streamline Standard Operating Procedures (SOPs) with defined decision rights that empower VCMs to lead their regions with appropriate autonomy.
- Manage the operational aspects of the regional team, ensuring workflows, performance metrics, and compliance requirements are met within established timelines and budgets.
- Foster a culture of accountability, collaboration, curiosity, continuous improvement, and customer focus across the organization.
Own Regional Account Execution & Portfolio Strategy- Maintain a forward-looking view of the regional VELYS portfolio across capital pipeline, launch readiness, surgeon education, utilization, account health, customer engagement, and expansion potential; engaging early in the capital journey to understand the customer value proposition, surgeon pipeline, implementation requirements, and expectations established during acquisition.
- Develop regional priorities and account execution strategies aligned with customer needs and commercial objectives, segmenting and prioritizing accounts based on strategic value, readiness, utilization opportunity, competitive dynamics, and resource requirements.
- Lead regional launch prioritization and clinical resource allocation, ensuring the right resources are deployed to the right accounts at the right time, and partner with VCMs to translate regional priorities into actionable clinical execution plans.
- Anticipate future clinical capacity requirements based on capital sales, surgeon onboarding, portfolio expansion, and new technology introductions to stay ahead of demand.
- Establish disciplined launch and post-launch operating rhythms that accelerate adoption while building sustainable local capability.
Drive Adoption, Utilization & Growth- Own regional strategies that accelerate sustained VELYS adoption and utilization, using account and surgeon-level trends to identify leading indicators of adoption risk, underutilized capacity, and growth opportunities before they become customer escalations, moving the organization from simply reporting utilization to understanding why performance is changing and determining the appropriate intervention.
- Partner with VCMs and cross-functional teams to drive targeted strategies for surgeon adoption, utilization recovery, and progression toward independent use, while identifying opportunities to expand adoption through additional surgeons, VELYS applications, software and technology upgrades, and future capital sales.
- Deploy clinical resources strategically against needs requiring clinical expertise rather than creating long-term dependency, transitioning mature accounts toward appropriate local self-sufficiency while maintaining strategic oversight and access to advanced clinical support.
Build Strategic Customer Partnerships- Develop trusted relationships with key surgeons, hospital leaders, health-system stakeholders, and commercial partners.
- Lead or support executive business reviews that connect utilization, adoption, brand loyalty, customer experience, and program performance to customer objectives and capital investment.
- Maintain visibility into active users and non-users to identify adoption barriers and surgeon conversion opportunities, anticipating customer needs and mobilizing resources proactively rather than waiting for issues to become escalations.
- Support VCMs with high-level customer escalations, complex account challenges, and strategic growth opportunities, helping customers maximize the clinical, operational, and economic value of their VELYS programs throughout the lifecycle of their investment.
Orchestrate Cross-Functional Execution- Align Sales, Clinical, Education, Marketing, Field Service, Utilization, and Commercial Operations around shared regional and account priorities, creating clarity of ownership when opportunities or challenges span multiple functions and ensuring customers experience one DePuy Synthes rather than individual functions operating independently.
- Communicate the direction of customer support strategies, processes, and technology to optimize the end-to-end consumer experience and drive efficiencies across the organization.
- Partner closely with commercial leadership on capital opportunities, launch prioritization, account health, surgeon conversion, utilization, and expansion strategy, influencing without direct authority to align resources to the highest-value customer and business priorities.
- Surface systemic barriers that cannot be solved at the VCM or VCS level and mobilize the appropriate organizational resources to address them.
- Provide senior leadership with a clear view of what is happening, why it matters, what is likely to happen next, and what action is recommended.
- Bring a solution-oriented mindset to complex challenges by clearly defining the issue, evaluating alternatives, and recommending a path forward.
Lead AI-Enabled Account Intelligence & Operational Excellence- Champion AI-enabled tools, intelligent agents, automation, CRM, and analytics platforms to improve how VELYS accounts are prioritized, managed, and grown; connecting insights across the capital pipeline, launch readiness, utilization, customer engagement, and commercial performance for a complete view of account health and opportunity.
- Use intelligent workflows to surface adoption barriers, account risks, and growth opportunities, translating complex data into clear, actionable insights through scalable dashboards and operating rhythms.
- Use automation to reduce administrative burden and improve information flow, freeing VCMs and VCSs for high-value customer and clinical activities while partnering cross-functionally to pilot and scale digital capabilities across launch execution, utilization management, and resource allocation.
- Maintain appropriate human oversight and governance over AI-enabled decision-support tools, continuously challenging legacy workflows to build a more predictive, proactive, and scalable operating model.
How Success Will Be MeasuredSuccess in this role is measured by strong people leadership, proactive account management, customer value delivery, operational scalability, and Area business impact.
- People Leadership: Drive VCM performance, engagement, retention, leadership development, and succession planning.
- Launch Excellence: Ensure consistent execution of launch standards, from capital placement to sustained adoption.
- Portfolio Health & Proactive Intervention: Identify risks and growth opportunities early, prioritizing data-driven, planned interventions.
- Account Adoption & Utilization: Grow active surgeons, sustain VELYS adoption, and recover underperforming accounts.
- Business Growth & Expansion: Expand through new surgeons, applications, technology adoption, and strategic account development.
- Customer Success: Build strong relationships, engage executives, retain clients, and achieve strategic objectives.
- Field Capacity & Scalability: Optimize resource allocation, build local capabilities, and reduce reactive clinical support.
- Digital & Operational Transformation: Implement scalable AI, data, automation, and tech workflows to improve visibility, decision-making, and efficiency.
- Cross-Functional Execution: Ensure alignment and accountability across the VELYS customer lifecycle.
- Financial Impact: Maximize ROI on installed capital and enhance long-term value of the portfolio.
Qualifications / Requirements:What You'll Bring- 8+ years of experience leading, coaching, and developing high-performing teams, with proven ability to build organizational capability in a cross-matrix environment.
- Strong financial and business understanding, capable of linking clinical execution, adoption, customer value, and capital investment to commercial success at DePuy Synthes.
- Executive presence to engage surgeons, hospital leaders, internal stakeholders, and influence cross-functional initiatives without direct authority.
- Ability to translate complex data and customer insights into clear priorities and actionable strategies within your circle of influence.
- Proficiency in using CRM, analytics, automation, and emerging technologies to enhance decision-making and operational efficiency.
- Skilled at managing resources and leading effectively in a fast-paced, dynamic environment with evolving customer and business needs.
How We Lead- Move with Heart: Lead with empathy and integrity. Develop our people, protect patients, and build trusted partnerships with customers and colleagues.
- Move as One: Create alignment across teams and functions. Communicate openly, seek diverse perspectives and expertise, and succeed and learn together as one DePuy Synthes.
- Move to Win: Take ownership of outcomes. Establish clear priorities, hold yourself and others accountable, allocate resources intentionally, and navigate complex customer and business challenges with conviction.
- Move the Future: Challenge conventional operating models, develop future leaders, embrace emerging technologies, and make bold, informed decisions that build a more scalable future for digital surgery.
The Impact The Senior Manager, VELYS Digital Enablement, bridges strategy, intelligence, and execution. They empower VCMs to lead current clinical efforts while anticipating future business and customer needs. By integrating people leadership, account strategy, clinical execution, utilization insights, cross-functional collaboration, and AI-driven intelligence, this leader shifts the organization from reactive to proactive. The result is stronger VCMs and VCS teams, more successful launches, increased surgeon adoption and utilization, deeper customer partnerships, optimized clinical resources, and a scalable operating model for expanding VELYS across surgeons, accounts, and health systems.
Internal Operating Principle Lead Down ~20% | Lead Up & Across ~80%. VCMs own day-to-day clinical operations and VCS leadership. The Senior Manager invests the majority of their capacity looking ahead and outward, anticipating portfolio needs, analyzing data, influencing senior leadership, aligning cross-functional partners, shaping account strategy, and building the systems that allow VELYS to operate proactively rather than reactively.
Remote work options may be considered on a case-by-case basis and if approved by the Company.
