Service Program Manager

PartsSource • Idaho Falls, ID

1d • 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.

Nice To Haves

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

Responsibilities

• Collaborate with all functions that influence or impact the delivery of our service-based commitments with the charge to deliver a differentiated and exceptional customer experience, every request.
• 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.
• Communicating with stakeholders on hourly/daily basis to keep them informed of service activities to ensure that customer expectations are met.
• Overseeing critical priorities for the service team, ensuring we work collaboratively and are aligned with the service program's goals.
• Gathering customer input on needs and outcomes while supporting service program goals, objectives, and scope, and aligning them with the account's strategic vision.
• Coordinating and managing resources (vendor) as needed to achieve the objectives of the service program.
• Identifying, assessing, and mitigating potential risks to the service program's success through voice of customer.
• Managing changes to the program scope, schedule, or budget.
• 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.
• Ensuring that the program deliverables meet the required quality standards.
• 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: Mid Level