Service Operations Manager

Job Overview In this role you will provide direct supervision, leadership, coaching, and daily direction for a multi‑site staff of 7 to 28 associates. You will be responsible for training, performance management, safety, customer satisfaction, continuous improvement, and achievement of key performance metrics while ensuring compliance with all SOPs and work instructions for a technical and customer‑service focused team. Key Responsibilities Lead, coach, recruit, hire, train, and develop associates across multiple sites. Conduct personnel activities: hiring, disciplining, performance evaluation, and termination. Establish and maintain working relationships with sales colleagues, other departments, external customers, and suppliers. Perform biannual/annual performance reviews to set, supervise, and execute performance expectations. Achieve operational results by meeting all key performance metrics in safety, development, customer satisfaction, operations improvements, and cost containment. Develop key project plans to justify personnel and equipment requirements, and execute them to completion. Drive profitability in service revenue through efficient execution of service resources and contract terms. Generate and meet Fee for Service (FFS) targets and assist in service‑revenue retention by ensuring compliance with contract performance requirements, renewals, and value of services provided. Deliver excellent customer satisfaction measured by elapsed time, open calls, contract compliance, and 24‑hour repair metrics. Partner with customers to develop and present quarterly business reviews. Ensure compliance with federal, state, and local regulations and company policies, and supervise implementation of continuous improvement opportunities for all operational processes and standards. Qualifications Bachelor’s degree required. Minimum 5 years of progressive supervisory experience in a related industry preferred. Ability to travel overnight and up to 50% within the assigned geographic area. Proficient digital literacy in Microsoft Office. Strong presentation and vision‑setting skills; ability to align staff performance with goals and standards. Demonstrated ability to build customer relationships, work as a team player, and follow through on commitments. Experience in environments where biohazards may be present (e.g., hospitals, service centers, depots); ability to wear personal protective equipment such as safety shoes, eye protection, gloves, and protective clothing. Compensation & Benefits Salary range: $112,000 - $168,000 plus an annual incentive bonus. Benefits include medical and dental coverage, life and disability insurance, retirement plans (401(k) & ESPP), flexible spending accounts, paid time off, family and medical leave, parental leave, commuting benefits, employee discount, employee assistance program, and childcare assistance. Equal Employment Opportunity Baxter is an equal‑opportunity employer. The company evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic. Reasonable accommodations are available for individuals with disabilities. #J-18808-Ljbffr