Service Program Manager - Seattle, WA

About the Role

PartsSource is the leading technology and software platform for managing mission-critical healthcare equipment. Trusted by over 5,000 US hospitals and 15,000 clinical sites, PartsSource empowers providers and service organizations to maximize clinical availability for patient care and automates the procurement of parts, services, and training through a unique digital experience. The Service Program Manager is responsible for ensuring exceptional operational and financial performance for key Service accounts 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. Success requires strong collaboration with internal teams and external partners, performance management against key service metrics, and proven leadership experience in service-based operations. This role is highly customer-facing and serves as a primary point of contact for key healthcare partners—ensuring their needs are understood, expectations are met, and issues are resolved with urgency and professionalism.

Location: Onsite multiple locations - Seattle, WA

Responsibilities

• Service Management: 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.
• Stakeholder Management: Communicate with stakeholders on an hourly/daily basis to keep them informed of service activities and ensure customer expectations are met.
• Project Coordination: Oversee critical priorities for the service team, ensuring collaborative work aligned with the service program's goals.
• Strategic Planning: Gather customer input on needs and outcomes while supporting service program goals, objectives, and scope, aligning them with the account's strategic vision.
• Resource Management: Coordinate and manage resources (vendors) as needed to achieve the objectives of the service program.
• Risk Management: Identify, assess, and mitigate potential risks to the service program's success through voice of customer.
• Change Management: Manage changes to the program scope, schedule, or budget.
• Performance Monitoring: 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.
• Quality Assurance: Ensure that the program deliverables meet the required quality standards.
• Budget Management: Develop and manage the program budget, track expenditures, and ensure 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 and understanding of 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.
• Must be proficient in Microsoft Office Suite, including PowerPoint, Word, Excel, OneNote, and Outlook.

Skills

• Results Driven: Stay focused and motivated to meet goals, deliver on expectations, and maintain momentum to achieve desired outcomes.
• Customer Centric: Understand customer needs and challenges, using that insight to improve experiences and deliver exceptional value.
• Relationship Management: Ability to build, maintain, and strengthen positive, productive relationships with internal and external stakeholders.
• Compassion & Empathy: Understanding and sharing the feelings of others to foster genuine connections and respond with care and consideration.
• Change Readiness: Embraces change with a constructive attitude and quickly aligns with new directions or expectations.
• Communication & Influence: Build trust and inspire action by communicating with authenticity, humility, and demonstrating confidence and competence needed to influence outcomes.
• Team Oriented: Respect diversity of thought, value and recognize others' contributions, and work productively within the team to achieve and celebrate collective success.
• Data-Driven Decision Making: Make decisions and solve problems using relevant data, evidence, and insights to ensure sound, objective, and measurable outcomes.
• Clear & Critical Thinker: Think logically and strategically, cutting through complexity to uncover insights, connect diverse perspectives, and focus on what matters most to communicate or deliver impactful solutions.
• Continuous Improvement: Ongoing commitment to enhance processes, services, and outcomes by identifying and implementing opportunities for optimization, efficiency, or innovation.

What We Value

• Act Like an Owner: Take the initiative and focus on seeing commitments all the way through to completion.
• Serve with Purpose: Be purpose-driven and committed to understanding the challenges our customers face.
• Adapt to Thrive: Be open to new ideas, embrace change, and learn from new experiences.
• Collaborate to Win: Communicate effectively across your team to deliver shared goals.
• Challenge the Status Quo: Be a creative problem solver and focus on making timely decisions with the data and information available.

Benefits

• Competitive compensation package with salary, incentives, and company ownership/equity.
• 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.

About PartsSource

Since 2001, PartsSource has evolved into the leading technology and software platform for managing mission-critical equipment, serving over half of the U.S. hospital infrastructure. Our digital systems modernize and automate the procurement of parts, services, technical support, and training for HTM professionals to efficiently and effectively maintain their mission-critical equipment. PartsSource employs over 700 employees nationwide who are committed to supporting healthcare providers and ensuring healthcare is always on. In 2021, Bain Capital invested in the business, further accelerating our growth and positive impact within the healthcare industry.