Service Program Manager - Seattle, WA

PartsSource, Inc; Seattle (WA); On-site; USD 90,000 - 135,000; Full time

Job summary

PartsSource, Inc., the leading technology and software platform for managing mission-critical healthcare equipment, is seeking a Service Program Manager in Seattle, WA onsite. You will drive operational and financial performance for key service accounts, deploying processes, technology, and delivery to elevate service excellence and customer satisfaction.

The role requires collaboration across internal teams and partners, strong leadership in service-based operations, and a focus on metrics,

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.
• Must be proficient in Microsoft Office Suite, including PowerPoint, Word, Excel, OneNote and Outlook.

Responsibilities

• Overseeing service management for the assigned account and liaising with the PartsSource Service Delivery team.
• Managing stakeholders and keeping customers informed of service activities.
• Coordinating critical priorities for the service team and ensuring alignment with the service program’s goals.
• Gathering customer input on needs and outcomes while supporting service program goals and scope.
• Coordinating and managing resources (vendor) as needed to achieve program objectives.
• Identifying, assessing, and mitigating potential risks to the service program’s success.
• Managing changes to the program scope, schedule, or budget.
• Monitoring program metrics and facilitating corrective action to keep performance aligned with expectations.
• Ensuring that program deliverables meet the required quality standards.
• Developing and managing the program budget.

Skills

Stakeholder management

Project coordination

Change management

Data-driven decision making

Communication & influence

Education

Bachelor’s Degree or equivalent healthcare related experience

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 - Seattle WA

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.

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.

This includes, but is not limited to:

• 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.

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 Your Bring:

• 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.

What We Value:

• Act Like an Owner – You take the initiative and are focused on seeing commitments all the way through to completion.
• Serve with Purpose - You are purpose driven and committed to understanding the challenges our customers face.
• Adapt to Thrive - You are open to new ideas, embrace change, and learn from new experiences.
• Collaborate to Win - You communicate effectively across your team to deliver shared goals.
• Challenge the Status Quo - You are a creative problem solver and focused on making timely decisions with the data and information available to you.
• Competitive compensation package withsalary, incentives,company ownership/equity, and comprehensive benefits (401k match, health, college debt reduction,andmore!)
• Careerand professional developmentthrough training,coachingand newexperiences.
• Hybrid culture with new & beautifulworkspacesthat balance flexibility, collaboration, and productivity.
• Inclusive and diverse community of passionate professionalslearning and growing together.

About PartsSource

Since 2001, PartsSource has evolved into the leading technology and software platform for managing mission-critical equipment, serving over half of the U.S. hospital infrastructure. Our digital systems modernize and automate the procurement of parts, services, technical support, and training for HTM professionals to efficiently and effectively maintain their mission-critical equipment. PartsSource employs over 700 employees nationwide that committed to supporting healthcare providers and ensuring healthcare always on.

In 2021, Bain Capital invested in the business, further accelerating our growth and positive impact within the healthcare industry.

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.