Service Program Manager - Seattle, WA

Parts Source 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, Parts Source 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.

Parts Source 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.

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 Parts Source’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.

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 Parts Source 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.

• 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, One Note and Outlook.

• 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…