Manager – Service Operations

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.

Location: Candidates should ideally be based in the Pacific Northwest region.

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.