Service Operations Manager

This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride. Job Description Your Role at Baxter In this role you will provide direct supervision, leadership, coaching, and daily direction for a multi-site (geographically disbursed) staff. Overall responsibility for training and performance in the areas of safety, customer satisfaction, continuous improvement, achievement of key performance metrics and following all SOPs and work instructions for a technical and customer service focused team. Your team The SOM reports to the Senior Manager of Service Operations. Baxter offers dental and medical insurance, paid time off, parental leave, and more! What you'll be doing Provide direct supervision, leadership, and coaching for a multi-site staff (7 to 28 non-exempt and exempt associates) recruiting, hiring, training and developing associates. Perform all personnel-related activities, including hiring, disciplining, developing, coaching, providing work performance evaluation, and termination. Establish reputable working relationships with sales colleagues, as well as with other departments, external customers and suppliers to ensure strategic cross-functional cooperation and success. Conduct biannual/annual performance reviews to ensure performance expectations are set, supervised and executed. Achieve operational results achieving all key performance metrics in the areas of safety, development, customer satisfaction, operations improvements and cost containment to reassess priorities and realign goals. Develop key project plans to justify personnel and equipment requirements and execute to completion. Achieve financial results driving profitability in service revenue through the efficient execution of service resources to complete contract terms and conditions. Direct responsibility for Fee for Service (FFS) generation and meeting set targets while assisting in service revenue retention through the compliance of service contract performance to plan and renewal based on performance and value of service provided. Meet or exceed customer satisfaction through related metrics such as elapsed time, open calls, capital contract compliance, 24-hour repairs, etc. Partner to develop and present quarterly business reviews to customers. Ensure compliance by demonstrating, instructing and monitoring of all federal, state, and local regulations and company policies while supervising to ensure the implementation of all continuous improvement opportunities for all operational processes and standards. What you'll bring Bachelor’s Degree required. 5+ years progressive supervisory experience (related industry preferred). Ability to travel overnight and up to 50% within the geographic assigned area. Proficient digital literacy in Microsoft Office. Proven competence in presenting vision and aligning staff’s performance while establishing goals and standards to coach, develop, recognize and reward. Demonstrated ability in building customer relationships, working as a team player, and following-up and following through. Frequently works in environments were biohazards could be present. i.e. Hospitals, Service Centers, and Depots. Must wear personal protective equipment including but not limited to safety shoes, eye protection, gloves, and protective clothing. Gloves supplied include both latex and non-latex materials. We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. To that end, this position has a salary range of $112,000 - $168,000 plus an annual incentive bonus. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in role, business line, and geographic/office location. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. US Benefits at Baxter (except for Puerto Rico) This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter Equal Employment Opportunity Baxter is an equal opportunity employer. Baxter 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. Know Your Rights: Workplace Discrimination is Illegal Reasonable Accommodations Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Recruitment Fraud Notice Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice. No matter your role at Baxter, your talent, skills, and time has a direct impact on people's lives. Since 1931, we have been at the forefront of innovation by bringing smarter, more personalized care to patients around the world. Now, we're more determined than ever to make a lasting impact as we are redefining healthcare delivery across the care journey. Our Mission to Save and Sustain Lives motivates us as we create a culture in which each of us can succeed. This is where you belong.