Service Program Manager - Healthcare Partners

parts source; Fort Lauderdale (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Professional development

Hybrid work culture

Job summary

PartsSource is the leading technology and software platform for managing mission-critical healthcare equipment, trusted by over 5,000 US hospitals and 15,000 clinical sites. The Service Program Manager drives operational and financial performance for key service accounts, deploying processes, technology, and delivery to achieve continuous improvement and service excellence.

This highly customer-facing role collaborates with internal teams and external partners to meet expectations, monitor

Qualifications

• Bachelor’s Degree or equivalent healthcare related experience.
• Experience with service operations in complex healthcare systems.
• Clear knowledge & understanding regarding regulatory compliance and ISO 9001 or 13485 standards.
• Experience managing both customer and supplier relationships, including the development of operational strategies (OEM or ISO) preferred.
• Proficient in Microsoft Office Suite, including PowerPoint, Word, Excel, OneNote and Outlook.

Responsibilities

• Oversee service request process (preventative and corrective) for the assigned account.
• Liaise with PartsSource Service Delivery team to ensure seamless event management.
• Communicate with stakeholders on an hourly/daily basis to manage expectations.
• Coordinate critical priorities for the service team aligned with program goals.
• Gather customer input to support program goals and align with account vision.
• Coordinate resources (vendor) to achieve program objectives.
• Identify and mitigate risks through voice of customer.
• Manage scope, schedule, and budget changes.
• Monitor program metrics and drive corrective action to maintain performance.
• Ensure deliverables meet quality standards.

Skills

Results Driven

Customer Centric

Relationship Management

Compassion & Empathy

Change Readiness

Communication & Influence

Team Oriented

Data Driven Decision Making

Clear & Critical Thinker

Continuous Improvement

Education

Bachelor’s Degree or equivalent healthcare related experience

Regulatory compliance & ISO 9001 or 13485 understanding

Tools

Microsoft Office Suite

Job description

PartsSource is the leading technology and software platform for managing mission‑critical healthcare equipment. Trusted by over 5,000 US hospitals and 15,000 clinical sites, PartsSource empowers providers and service organizations to maximize clinical availability for patient care and automates the procurement of parts, services and training through a unique digital experience.

PartsSource team members are deeply committed to our mission of Ensuring Healthcare is Always On, which is foundational to our success and growth. Our vibrant culture is built upon aligned values, shared ownership, mutual respect, and a passion for collaborating to solve complex customer problems.

Service Program Manager

Location: Onsite multiple locations - Southern Florida

The Service Program Manager is responsible for ensuring exceptional operational and financial performance for key Service accounts 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.

What You’ll Do

As a Service Program Manager, you will 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.

• Service Management: Oversee the service request process, both preventative and corrective, for the assigned account. Liaise directly with the PartsSource Service Delivery team to ensure a seamless event management experience.
• Stakeholder Management: Communicate with stakeholders on an hourly/daily basis to keep them informed of service activities and ensure customer expectations are met.
• Project Coordination: Oversee critical priorities for the service team, ensuring collaborative work aligned with the service program’s goals.
• Strategic Planning: Gather customer input on needs and outcomes while supporting service program goals, objectives, and scope, and align them with the account’s strategic vision.
• Resource Management: Coordinate and manage resources (vendor) as needed to achieve the objectives of the service program.
• Risk Management: Identify, assess, and mitigate potential risks to the service program’s success through voice of customer.
• Change Management: Manage changes to the program scope, schedule, or budget.
• Performance Monitoring: Support 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: Ensure that the program deliverables meet the required quality standards.
• Budget Management: Develop and manage the program budget, track expenditures, and ensure that the program stays within budget.

Education and Experience

• 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
• Experience managing both customer and supplier relationships, including the development of operational strategies (OEM or ISO) preferred
• Must be proficient in Microsoft Office Suite, including but not limited to PowerPoint, Word, Excel, OneNote and Outlook.

What You’ll Bring

• Results Driven: Stay focused and motivated to meet goals, deliver on expectations, and maintain momentum to achieve desired outcomes.
• Customer Centric: Understand 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: Embrace change with a constructive attitude and quickly align with new directions or expectations.
• Communication & Influence: Build trust and inspire 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: Make decisions and solve problems using relevant data, evidence, and insights to ensure sound, objective, and measurable outcomes.
• Clear & Critical Thinker: Think logically and strategically, cut through complexity to uncover insights, connect 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.

What We Value

• Act Like an Owner – Take the initiative and focus on seeing commitments all the way through to completion.
• Serve with Purpose – Be purpose driven and committed to understanding the challenges our customers face.
• Adapt to Thrive – Be open to new ideas, embrace change, and learn from new experiences.
• Collaborate to Win – Communicate effectively across your team to deliver shared goals.
• Challenge the Status Quo – Be a creative problem solver and focus on making timely decisions with the data and information available.

Benefits & Perks

• 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 and beautiful workspaces that balance flexibility, collaboration, and productivity.
• Inclusive and diverse community of passionate professionals learning and growing together.

EEO

PartsSource, Inc., and its affiliates and subsidiaries, provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Legal authorization to work in the U.S. is required.