Operations Manager

Job Description

Job Description

Operations Manager – Instrument Repair Department

Reports To: Bob Overmars, CEO

Dotted-Line Reporting Relationship: Chris DeHart, Director of Operations/Technical Services

Location: BPI Medical, Fife, WA

Position Summary

The Operations Manager is responsible for leading the daily operations of BPI Medical’s Instrument Repair Department, ensuring the efficient flow of work, high-quality repair outcomes, employee development, customer satisfaction, and operational excellence. This role serves as the primary operational leader for the department and partners closely with technical leadership to ensure repair processes, production goals, and quality standards are consistently achieved.

The Operations Manager will oversee workforce planning, production scheduling, process improvement initiatives, performance management, training coordination, inventory utilization, and departmental metrics. The position requires a strong balance of leadership, operational execution, continuous improvement, and employee engagement.

Key Responsibilities

Operational Leadership

• Direct and manage daily activities within the Instrument Repair Department.
• Ensure work is prioritized and distributed effectively to meet customer commitments and turnaround time expectations.
• Monitor workflow, capacity, and resource allocation to maximize productivity and efficiency.
• Collaborate with department leaders to identify operational bottlenecks and implement solutions.
• Maintain visibility into repair volume, backlog, service levels, and production performance.

Team Leadership & Development

• Lead, coach, and develop supervisors, leads, and technicians within the department.
• Foster a culture of accountability, collaboration, continuous learning, and customer service.
• Conduct performance evaluations and provide ongoing coaching and feedback.
• Partner with HR and leadership on employee relations, performance improvement plans, and staffing initiatives.
• Support succession planning and career development efforts within the department.

Process Improvement

• Identify opportunities to improve operational efficiency, productivity, quality, and profitability.
• Develop and implement standardized processes, procedures, and work instructions.
• Utilize Lean, continuous improvement, or similar methodologies to streamline operations.
• Monitor departmental KPIs and implement corrective actions when performance targets are not achieved.
• Lead projects focused on operational scalability and business growth.

Quality & Compliance

• Ensure all repairs are completed in accordance with company quality standards and customer requirements.
• Partner with technical leadership to maintain repair consistency and workmanship standards.
• Support compliance with applicable regulatory, safety, and quality management requirements.
• Participate in quality investigations, corrective actions, and process audits as needed.

Cross-Functional Collaboration

• Work closely with Customer Service, Sales, Purchasing, Inventory, and Technical Leadership teams.
• Facilitate communication between departments to improve workflow and customer outcomes.
• Support forecasting and workforce planning efforts based on business demand.
• Participate in strategic planning discussions related to operational growth and expansion.

Metrics & Reporting

• Develop and maintain departmental dashboards and performance reporting.
• Monitor key metrics including:
• Productivity
• Turnaround Time
• Quality Performance
• Rework Rates
• Capacity Utilization
• Employee Retention
• Customer Satisfaction
• Present operational updates and improvement recommendations to executive leadership.

Qualifications

Required

• Bachelor’s degree in Business, Operations Management, Engineering, Healthcare Technology Management, or related field; equivalent experience may be considered.
• 5+ years of leadership experience within manufacturing, repair services, medical device services, healthcare technology management, or a related operational environment.
• Proven experience managing teams and driving operational performance.
• Strong analytical and problem-solving skills.
• Experience developing processes, KPIs, and operational reporting.
• Demonstrated ability to lead change and continuous improvement initiatives.
• Excellent communication and leadership skills.

Preferred

• Experience within medical device, surgical instrument, endoscope repair, or healthcare service environments.
• Lean Manufacturing, Six Sigma, or continuous improvement training/certification.
• Experience working within ISO-regulated or quality-driven environments.
• Familiarity with ERP, service management, and production tracking systems.

Key Competencies

• Operational Excellence
• Leadership & Team Development
• Strategic Thinking
• Process Improvement
• Accountability
• Customer Focus
• Data-Driven Decision Making
• Collaboration & Communication
• Change Management
• Problem Solving

Success Measures (First 12 Months)

• Improve department productivity and throughput.
• Reduce turnaround times while maintaining quality standards.
• Increase employee engagement and retention.
• Establish meaningful operational KPIs and reporting cadence.
• Improve cross-functional communication and workflow efficiency.
• Build scalable processes that support future business growth.

Physical Requirements

• Ability to work within a production and repair environment.
• Ability to occasionally lift up to 25 pounds.
• Ability to move throughout operational and warehouse areas as needed.

Position Impact

This role is critical to BPI Medical’s continued growth and operational excellence. The Operations Manager will serve as a key leader responsible for aligning people, processes, and performance to deliver exceptional service to customers while supporting the long-term scalability of the organization.