Service Program Manager

PartsSource • Idaho Falls, ID

10h • Hybrid

About The Position

The Service Program Manager is responsible for ensuring exceptional operational and financial performance for key Service accounts (as assigned) in alignment with PartsSource’s mission to Ensure Healthcare Is Always On™. This role leads the deployment of effective processes, technology, and delivery to drive continuous improvement, service excellence, and employee engagement around our Service program. Success requires strong collaboration with internal teams and external partners, performance management against key service metrics, and proven leadership experience in service-based operations. This role is highly customer-facing and serves as a primary point of contact for key healthcare partners—ensuring their needs are understood, expectations are met, and issues are resolved with urgency and professionalism.

Requirements

• Bachelor’s Degree or equivalent healthcare related experience
• Experience with service operations in complex healthcare systems required
• Clear knowledge & understanding regarding regulatory compliance and ISO 9001 or 13485 standards
• Must be proficient in Microsoft Office Suite, including but not limited to PowerPoint, Word, Excel, OneNote and Outlook.
• Results Driven: Stay focused and motivated to meet goals, deliver on expectations, and maintain momentum to achieve desired outcomes.
• Customer Centric: Understands customer needs and challenges, using that insight to improve experiences and deliver exceptional value.
• Relationship Management: Ability to build, maintain, and strengthen positive, productive relationships with internal and external stakeholders
• Compassion & Empathy: Understanding and sharing the feelings of others to foster genuine connections and respond with care and consideration.
• Change Readiness: Embraces change with a constructive attitude and quickly aligns with new directions or expectations.
• Communication & Influence: Build trust and inspires action by communicating with authenticity, humility, and demonstrating confidence and competence needed to influence outcomes.
• Team Oriented: Overall mindset marked by respecting diversity of thought, valuing and recognizing others' contributions, and working productively within the team to achieve and celebrate collective success.
• Data Driven Decision Making: Makes decisions and solves problems using relevant data, evidence, and insights to ensure sound, objective, and measurable outcomes.
• Clear & Critical Thinker: Thinks logically and strategically, cutting through complexity to uncover insights, connects diverse perspectives, and focus on what matters most to communicate or deliver impactful solutions.
• Continuous Improvement: Ongoing commitment to enhance processes, services, and outcomes by identifying and implementing opportunities for optimization, efficiency, or innovation.

Nice To Haves

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

Responsibilities

• Service Management: Overseeing the service request process, both preventative and corrective, for the assigned account. This includes directly liaising with the PartsSource Service Delivery team to ensure a seamless event management experience.
• Stakeholder Management: Communicating with stakeholders on hourly/daily basis to keep them informed of service activities to ensure that customer expectations are met.
• Project Coordination: Overseeing critical priorities for the service team, ensuring we work collaboratively and are aligned with the service program's goals.
• Strategic Planning: Gathering customer input on needs and outcomes while supporting service program goals, objectives, and scope, and aligning them with the account's strategic vision.
• Resource Management: Coordinating and managing resources (vendor) as needed to achieve the objectives of the service program.
• Risk Management: Identifying, assessing, and mitigating potential risks to the service program's success through voice of customer.
• Change Management: Managing changes to the program scope, schedule, or budget.
• Performance Monitoring: Supporting the Service Operations Manager by proactively monitoring program metrics, highlighting areas of deviation, and facilitating corrective action efforts to keep performance aligned with expectations.
• Quality Assurance: Ensuring that the program deliverables meet the required quality standards.
• Budget Management: Developing and managing the program budget, tracking expenditures, and ensuring that the program stays within budget.

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