Service Operations Manager

Baxter International; Downey (CA); On-site; USD 104,000 - 143,000; Full time

Benefits offered by this job

Healthcare Insurance

401K

Paid Time Off

Parental Leave

Employee Stock Purchase Plan

Job summary

Baxter International is seeking a Customer Service Operations Manager to lead a multi-site team and drive performance in safety, service quality, and profitability. The role partners with sales and other departments to review goals and ensure contract terms and renewals are met.

With 5+ years of supervisory experience and willingness to travel up to 30%, you will develop staff, conduct reviews, and champion continuous improvement while ensuring compliance with all regulations and SOPs.

Qualifications

• Bachelor’s Degree required.
• 5+ years supervisory experience in related industry.
• Ability to travel overnight and up to 30% within the assigned area.
• Proficient in Microsoft Office; Salesforce experience preferred.
• Strong communication and leadership to coach, develop, recognize and reward.

Responsibilities

• Provide supervision, leadership, and mentoring for single and multi-site locations with 7 to 28 associates.
• Establish reputable working relationships with sales colleagues and other departments.
• Conduct biannual/annual performance reviews and develop associates.
• Achieve operational results in safety, development, customer satisfaction, and cost containment.
• Drive profitability through efficient execution of service resources and contract terms.
• Direct responsibility for Fee for Service generation and service revenue retention.
• Meet or exceed customer satisfaction metrics and present quarterly business reviews.
• Identify and resolve problems with proactive communication.
• Ensure compliance with all regulations and SOPs; lead continuous improvement.
• Build and maintain a safe work environment and lead safety initiatives.

Skills

Leadership

Team development

Customer relationships

Strategic planning

MS Office

Education

Bachelor’s Degree

Tools

Salesforce

MS Excel

CRM software

Job description

This is whereyour work makes a difference.

At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.

Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.

Here, you will find more than just a job—you will find purpose and pride.

Job Description

Your role at Baxter:

Provide direct supervision, leadership, coaching, and daily direction for a multi-site (geographically disbursed) staff. Overall responsibility for training and performance within safety, customer satisfaction, continuous improvement, achievement of performance metrics and following all SOPs and work instructions for a technical and customer service focused team. The Customer Service Operations Manager will need to establish strong communication links with the internal sales team to review financial and profitability goals, customer service plans and growth opportunities across the rental, purchased and Asset Advantage businesses. They are accountable for the achievement of revenue generation through Fee for Service (FFS) targets and service contract renewals, achievement of set cost targets, customer satisfaction, associate development, and operational improvements.

Your team:

• This role will be a part of a dynamic team who achieve results with our various internal and external customers. You will be at the forefront of making a difference in our patients lives.
• Baxter offers a great benefits package including Healthcare Insurance, 401K, Paid Time Off, Parental Leave, and Employee Stock Purchase Plan.

What you'll be doing:

• Provide supervision, leadership, and mentoring for single and multi-site locations with 7 to 28 non-exempt and exempt associates - including recruiting, hiring, training and developing.
• Establish reputable working relationships with sales colleagues, as well as with other departments, external customers and suppliers to ensure strategic cross-functional collaboration and success.
• Conduct biannual/annual performance reviews to ensure performance expectations are set and performed. Be a change champion by developing associates and establish an environment for open and proactive communication.
• Achieve operational results by achieving all key performance metrics in the areas of safety, development, customer satisfaction, operations improvements and cost containment to reassess priorities and realign goals. Develop key project plans to support personnel and equipment requirements.
• Achieve financial results by driving profitability through the efficient execution of service resources to complete contract terms and conditions.
• Direct responsibility for FFS generation and meeting set targets while assisting in service revenue retention through the compliance of service contract performance to plan and renewal based on performance and value of service provided.
• Meet or exceed customer satisfaction through related metrics such as elapsed time, open calls, capital contract compliance, 24-hour repairs, etc.
• Partner to develop and present quarterly business reviews to customers.
• Identify and resolve problems, efficiently and strive to provide consistent communication.
• Ensure compliance by demonstrating, instructing and monitoring all federal, state, and local regulations and company policies while supervising to ensure the implementation of all continuous improvement opportunities for all operational processes and standards.
• Build and maintain a safe work environment while participating in, and leading safety initiatives such as investigation of incidents and implementation of counter-measures.

What you'll bring:

• Bachelor’s Degree required.
• 5+ years supervisory experience (related industry preferred).
• Ability to travel overnight and up to 30% within the assigned area.
• Proficient computer skills in Microsoft Office.
• Proven competence in communicating vision and aligning staff’s performance, while establishing goals and standards to coach, develop, recognize and reward.
• Demonstrated ability in building customer relationships, working as an excellent teammate, and following-up & following through.
• Live within geographic area assigned or willing to relocate.
• Salesforce experience preferred.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base salary range of $104,000 to $143,000. The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

US Benefits at Baxter (except for Puerto Rico)

This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter.

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Know Your Rights: Workplace Discrimination is Illegal

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

12010 WOODRUFF AVE, SUITES D/E/F|DOWNEY, CA 90241|United States of America