Service Program Manager

This is a fully remote position, open to applicants in Washington.

📋 Description

• Work collaboratively with all departments that affect or influence the execution of our service-based promises, aiming to provide a unique and outstanding customer experience for every request.

• Manage the service request process, including both preventative and corrective actions, for the designated account.

• Engage with stakeholders on an hourly or daily basis to keep them updated on service activities, ensuring that customer expectations are fulfilled.

• Supervise critical priorities for the service team, ensuring collaborative efforts are aligned with the goals of the service program.

• Collect customer feedback on needs and outcomes while supporting the goals, objectives, and scope of the service program, aligning them with the strategic vision of the account.

• Coordinate and manage resources (vendors) as necessary to meet the objectives of the service program.

• Identify, evaluate, and mitigate potential risks to the success of the service program through customer feedback.

• Oversee changes to the program scope, timeline, or budget.

• Assist the Service Operations Manager by proactively monitoring program metrics, identifying areas of deviation, and facilitating corrective actions to maintain performance in line with expectations.

• Ensure that program deliverables meet the established quality standards.

• Develop and manage the program budget, tracking expenditures and ensuring the program remains within financial limits.

⛳️ Requirements

• Bachelor’s Degree or equivalent experience in the healthcare sector.

• Required experience in service operations within complex healthcare systems.

• Strong knowledge and understanding of regulatory compliance and ISO 9001 or 13485 standards.

• Preferred experience in managing customer and supplier relationships, including the development of operational strategies (OEM or ISO).

• Proficiency in Microsoft Office Suite, including but not limited to PowerPoint, Word, Excel, OneNote, and Outlook.

🏝️ Benefits

• Competitive compensation package, including salary, incentives, company ownership/equity, and a comprehensive benefits package (401k match, health coverage, college debt assistance, and more!).

• Opportunities for career and professional development through training, coaching, and diverse experiences.

• Hybrid work culture featuring modern and attractive workspaces that promote flexibility, collaboration, and productivity.

• An inclusive and diverse community of dedicated professionals committed to learning and growing together.