Service Practice Director

PartsSource • Hoffman Estates, IL

1d • Hybrid

About The Position

The Service Practice Director owns how PartsSource brings every customer onto its Services programs. This is a strategic leadership role that designs and operationalizes end-to-end implementation and onboarding across PartsSource's entire Services portfolio, spanning acute, ambulatory, life sciences, and government end markets. You will establish customer onboarding as a defined, differentiating discipline that sets the tone for partnership from day one. The strategic premise is clear: onboarding is the customer's first real experience of partnering with PartsSource. It shapes whether clinical and operational teams feel supported through change and determines how quickly they recognize the value they were promised. You will design and lead the execution of a repeatable, measurable onboarding experience that earns customer trust, drives adoption, and delivers the clinical outcomes our solutions are meant to enable.

Requirements

• 10+ years of experience in implementation, onboarding, transition management, customer success, or service delivery, including significant time leading complex, customer-facing launches.
• Demonstrated success building a repeatable practice, methodology, or operating standard.
• Proven expertise in healthcare, healthcare technology management, managed services, or comparable outsourced service environments.
• Strong program and project management discipline, with ability to run multiple concurrent transitions to defined timelines and quality bars.
• Excellent executive communication, stakeholder management, and change leadership skills across customer and internal audiences.
• Track record of leading through influence across sales, operations, and customer success functions.
• Legal authorization to work in the U.S. is required.

Nice To Haves

• Direct experience with clinical engineering, biomedical, or managed equipment service programs.
• Familiarity with regulatory and compliance requirements relevant to healthcare service delivery.
• Experience standing up onboarding across multiple end markets or lines of business.
• Continuous improvement credentials such as Lean or Six Sigma.
• Demonstrated proficiency with project management tools and systems for tracking complex, multi-phase initiatives.

Responsibilities

• Define, document, and maintain the end-to-end implementation and onboarding standard for all Services programs, from signed agreement through go live and handoff to ongoing Account Management.
• Design the lifecycle as a repeatable system, codifying each phase with clear entry and exit criteria.
• Create the playbooks, checklists, timelines, and enablement materials that empower any team to run a launch to the same standard.
• Set the customer experience standard and hold every program and end market to it, regardless of complexity or geography.
• Serve as senior owner for high-visibility, multi-site, and enterprise launches, modeling the standard the organization follows.
• Directly lead the Service onboarding delivery team; set delivery standards, maintain accountability for program quality, and coach for consistent outcomes.
• Own capacity planning and resourcing for Service onboarding, ensuring the team can execute the standard across volume growth.
• Instrument and improve: define and track measures that matter and use them to continuously refine the practice.
• Manage the handoff from onboarding into steady-state account management and service delivery, preserving context and momentum.
• Align with commercial and delivery leadership: connect the onboarding standard to the full customer lifecycle by partnering with sales, revenue operations, customer success, service delivery, finance, data, product, and operations.
• Act as a senior, credible point of contact for customer executives during the transition, reinforcing trust from the first interaction.
• Champion continuous improvement by bringing the voice of the onboarding experience back into program design and product development.
• Enable the field through training and coaching so the standard is understood, adopted, and sustained as volume grows.
• Serve as a senior, credible PartsSource voice in clinical stakeholder conversations with biomed directors, HTM leadership, OR and perioperative leadership, and C-suite sponsors.
• Support executive business reviews for key Service accounts, providing outcome data, program health, and value delivered against contract commitments.
• Navigate accreditation-adjacent conversations with confidence and help clients leverage the PartsSource program to support their compliance posture.
• Represent Service onboarding in joint client engagements with the Executive Program Management team for enterprise multi-practice accounts.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed