Service Operations Manager

Baxter International Inc. • Downey, CA

6d • $104,000 - $143,000

About The Position

The Service Operations Manager provides direct supervision, leadership, coaching, and daily direction to technical and customer-service staff across geographically dispersed locations. The role is accountable for staff training and performance in safety, customer satisfaction, continuous improvement, performance metrics, and compliance with standard operating procedures and work instructions. It also establishes strong communication with internal sales teams to review financial and profitability goals, customer service plans, and growth opportunities across rental, purchased, and Asset Advantage businesses.

The manager is accountable for revenue generation through Fee for Service (FFS) targets and service contract renewals, cost targets, customer satisfaction, associate development, and operational improvements. The role oversees 7 to 28 exempt and non-exempt associates and may cover single- or multi-site locations. Overnight travel of up to 30% within the assigned area is required; candidates must live in the assigned geographic area or be willing to relocate.

The position has a stated base salary range of $104,000 to $143,000. Applicants must be authorized to work for any U.S. employer; visa sponsorship is not available. Baxter describes its mission as saving and sustaining lives and notes a culture of courage, trust, collaboration, ownership, and accountability.

Requirements

• Bachelor’s degree.
• At least 5 years of supervisory experience; related-industry experience is preferred.
• Ability to travel overnight and up to 30% within the assigned area.
• Proficiency with Microsoft Office.
• Ability to communicate a vision and align staff performance, establish goals and standards, and coach, develop, recognize, and reward associates.
• Demonstrated ability to build customer relationships, work effectively as a teammate, and follow up and follow through.
• Live within the assigned geographic area or be willing to relocate.
• Authorization to work for any employer in the United States; visa sponsorship is unavailable.

Nice To Haves

• Related-industry supervisory experience.
• Salesforce experience.

Responsibilities

• Provide supervision, leadership, mentoring, and daily direction for single- and multi-site locations with 7 to 28 exempt and non-exempt associates, including recruiting, hiring, training, and development.
• Build working relationships with sales colleagues, other departments, external customers, and suppliers to support cross-functional collaboration.
• Conduct biannual and annual performance reviews, set performance expectations, develop associates, champion change, and promote open, proactive communication.
• Achieve operational results and key performance metrics for safety, development, customer satisfaction, operational improvements, and cost containment; reassess priorities and realign goals as needed.
• Develop project plans to support personnel and equipment requirements.
• Drive profitability through efficient execution of service resources and fulfillment of contract terms and conditions.
• Generate Fee for Service revenue and meet targets; support service revenue retention through contract performance and renewals based on service value.
• Meet or exceed customer satisfaction targets using measures such as elapsed time, open calls, capital contract compliance, and 24-hour repairs.
• Partner in developing and presenting quarterly business reviews to customers.
• Identify and resolve problems efficiently and provide consistent communication.
• Demonstrate, instruct, and monitor compliance with federal, state, and local regulations and company policies; implement continuous-improvement opportunities for operational processes and standards.
• Build and maintain a safe work environment and lead or participate in safety initiatives, including incident investigations and countermeasure implementation.

Benefits

• Healthcare insurance, including medical and dental coverage starting on day one for eligible roles.
• 401(k) Retirement Savings Plan with employee contributions and company matching.
• Paid time off, ranging from 20 to 35 days based on length of service.
• Paid parental leave.
• Employee Stock Purchase Plan with the ability to purchase company stock at a discount.
• Basic life, accident, short-term disability, long-term disability, and business travel accident insurance.
• Flexible Spending Accounts.
• Educational assistance programs.
• Paid holidays.
• Family and medical leaves of absence.
• Commuting benefits.
• Employee Discount Program.
• Employee Assistance Program.
• Childcare benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager