Service Program Manager - Healthcare Partners

About the role

The Service Program Manager is responsible for ensuring exceptional operational and financial performance for key Service accounts (as assigned) in alignment with PartsSource’s mission to Ensure Healthcare Is Always On™. This role leads the deployment of effective processes, technology, and delivery to drive continuous improvement, service excellence, and employee engagement around our Service program.

Responsibilities

• Oversee the service request process, both preventative and corrective, for the assigned account.
• Directly liaise with the PartsSource Service Delivery team to ensure a seamless event management experience.
• Communicate with stakeholders on hourly/daily basis to keep them informed of service activities to ensure that customer expectations are met.
• Oversee critical priorities for the service team, ensuring we work collaboratively and are aligned with the service program's goals.
• Gather customer input on needs and outcomes while supporting service program goals, objectives, and scope, and aligning them with the account's strategic vision.
• Coordinate and manage resources (vendor) as needed to achieve the objectives of the service program.
• Identify, assess, and mitigate potential risks to the service program's success through voice of customer.
• Manage changes to the program scope, schedule, or budget.
• Support the Service Operations Manager by proactively monitoring program metrics, highlighting areas of deviation, and facilitating corrective action efforts to keep performance aligned with expectations.
• Ensure that the program deliverables meet the required quality standards.
• Develop and manage the program budget, tracking expenditures, and ensuring that the program stays within budget.

Requirements

• Bachelor’s Degree or equivalent healthcare related experience.
• Experience with service operations in complex healthcare systems required.
• Clear knowledge & understanding regarding regulatory compliance and ISO 9001 or 13485 standards.
• Experience managing both customer and supplier relationships, including the development of operational strategies (OEM or ISO) preferred.

Qualifications

• Must be proficient in Microsoft Office Suite, including but not limited to PowerPoint, Word, Excel, OneNote and Outlook.

Skills

• Results Driven
• Customer Centric
• Relationship Management
• Compassion & Empathy
• Change Readiness
• Communication & Influence
• Team Oriented
• Data Driven Decision Making
• Critical Thinker
• Continuous Improvement

Benefits

• Competitive compensation package with salary, incentives, company ownership/equity, and comprehensive benefits (401k match, health, college debt reduction, and more!)
• Career and professional development through training, coaching and new experiences.
• Hybrid culture with new & beautiful workspaces that balance flexibility, collaboration, and productivity.
• Inclusive and diverse community of passionate professionals learning and growing together.