Job description
About PartsSource
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.
PartsSource team members are deeply committed to our mission of Ensuring Healthcare is Always On®, which is foundational to our success and growth. Our vibrant culture is built upon aligned values, shared ownership, mutual respect, and a passion for collaborating to solve complex customer problems.
About the Job Opportunity
The Manager, Service Operations, is a critical position that is responsible for overseeing our service delivery function externally (meaning, directly with the customer). This role will implement and execute on a best-in-class customer service experience for our healthcare accounts. Responsibilities include, but are not limited to, the deployment of effective processes, technologies, and structures to sustain and continuously improve performance; close collaboration with both internal and external operators to deliver exceptional customer experience; performance management against service key performance indicators; and to drive unparalleled service levels and employee engagement.
What You’ll Do
Strategy
- Drive strategies to meet and exceed contractual obligations and customer expectations for healthcare accounts, ensuring alignment with overall business objectives.
- Foster a patient focused, quality driven culture built around a team of incredible people doing incredibly unrecognizable acts to make a difference in people’s lives.
- Define, communicate, implement, and continuously improve a best-in-class customer service delivery model.
- Establish yourself as a trusted operational advisor, both internally and externally.
Process
- Define, implement, and continuously improve core processes (preventive maintenance, service request, escalation protocols).
- Develop in-service processes / protocols that keep all critical parties informed throughout the service response process.
- Support the onboarding process (both internally and externally), including account management when asset changes are made.
- Utilize quality tools, such as root cause analyses and supplier corrective action requests.
- Support management controls for operational processes, such as large loss escalations and the deployment of other company resources.
Collaboration
- Collaborate with the customer care team to deliver a differentiated service experience.
- Work collaboratively with leadership, direct reports, and other departments to identify, develop, and execute successfully on key strategic initiatives.
- Collaborate with the supplier solutions team in building out a vibrant, evolving, and mutually beneficial service supplier network.
- Collaborate with the service delivery team to build industry leading service processes.
- Collaborate with the Service Account Management / commercial team to ensure alignment with customer expectations and requirements.
Performance Management
- Develop and analyze metrics, service levels and other key performance indicators and recommend initiatives to improve performance including customer experience, service levels and the work environment; support reporting requirements, both internally and externally as it relates to operational performance.
- Conduct periodic performance reviews with key accounts, providing constructive feedback to our service team and vendor partners.
What You’ll Bring
Your Background
- Bachelor’s Degree or equivalent industry experience.
- Seven (7) + years of healthcare service delivery / operational experience required.
- Experience managing both customer and supplier relationships, including the development of operational strategies (OEM or ISO) preferred.
Required Skills/Abilities:
- Ability to communicate professionally with strong written, verbal, and interpersonal skills.
- Ability to successfully navigate challenging and sometimes emotionally driven customer situations.
- Ability to use a programmatic approach to define a problem, evaluate the facts, and draw valid conclusions with actionable and effective solutions.
- Ability to see the big picture while having a clear grasp on the day to day, make improvements, and focus on the growth of the department and organization.
- Must be proficient in Microsoft Office Suite, including but not limited to PowerPoint, Word, Excel, OneNote and Outlook.
- Must have strong customer service, organizational, and time management skills with the ability to prioritize.
- Must be adaptable to change, able to multi-task, and can function well individually or in a team environment.
- Must be creative and highly motivated.
- Ability to work independently on projects, while being a valuable member of the overall team.
- Must be able to lead meetings involving multiple departments and be comfortable presenting ideas/solutions/information to the management team.
Who We Want to Meet
- Purpose-driven and focused on understanding customer challenges, advocating for PartsSource.
- Data-driven decision-maker who challenges the norm and embraces timely solutions.
- Collaborative team player who builds trust and drives results with leadership.
- Adaptable and committed to continuous improvement, learning from mistakes and evolving processes.
Benefits & Perks
- 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.
Interested?
We’d love to hear from you! Submit your resume and an optional cover letter explaining why you’d be a great fit.
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.
In 2021, Bain Capital invested in the platform, further accelerating our growth and long-term impact within the healthcare industry.
Read more about us here:
PartsSource Named to Newsweek’s List of the Top 200 America’s Most Loved Workplaces for 2024
PartsSource Named One of the Top 100 Healthcare Technology Companies of 2023
WSJ: Bain Capital Private Equity Scoops Up PartsSource
PartsSource President and CEO Philip Settimi Named to Top 50 Healthcare Technology CEO List
PartsSource values diversity and is committed to Equal Employment Opportunity, ensuring decisions are made regardless of race, gender, disability, or background. We welcome applicants from all walks of life and are dedicated to providing an accessible hiring process for everyone.
Legal authorization to work in the U.S. is required.
