Service Operations Manager

Summary

Join PartsSource as the Manager, Service Operations, a critical role overseeing external service delivery and ensuring a best-in-class customer experience for healthcare accounts. You will drive strategies to exceed customer expectations, implement and improve service processes, and collaborate with internal and external teams. Responsibilities include performance management, utilizing quality tools, and developing key strategic initiatives. This role requires a Bachelor's degree or equivalent experience, 7+ years in healthcare service delivery, and strong communication and problem-solving skills. PartsSource offers a competitive compensation package, professional development opportunities, and a hybrid work culture.

Requirements

• Bachelor’s Degree or equivalent industry experience
• Seven (7) + years of healthcare service delivery / operational experience
• 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

Responsibilities

• 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
• 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
• 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
• 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

Preferred Qualifications

Experience managing both customer and supplier relationships, including the development of operational strategies (OEM or ISO)

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