Service Practice Director

About the Job Opportunity

The Service Practice Director owns how PartsSource brings every customer onto its Services programs. This is a strategic leadership role that designs and operationalizes end-to-end implementation and onboarding across PartsSource's entire Services portfolio, spanning acute, ambulatory, life sciences, and government end markets. You will establish customer onboarding as a defined, differentiating discipline that sets the tone for partnership from day one.

The strategic premise is clear: onboarding is the customer's first real experience of partnering with PartsSource. It shapes whether clinical and operational teams feel supported through change and determines how quickly they recognize the value they were promised. You will design and lead the execution of a repeatable, measurable onboarding experience that earns customer trust, drives adoption, and delivers the clinical outcomes our solutions are meant to enable.

What You'll Do

Build and Own the Onboarding Standard • Define, document, and maintain the end-to-end implementation and onboarding standard for all Services programs, from signed agreement through go live and handoff to ongoing Account Management. • Design the lifecycle as a repeatable system, codifying each phase with clear entry and exit criteria. • Create the playbooks, checklists, timelines, and enablement materials that empower any team to run a launch to the same standard. • Set the customer experience standard and hold every program and end market to it, regardless of complexity or geography.

Lead and Scale Service Onboarding Execution • Serve as senior owner for high-visibility, multi-site, and enterprise launches, modeling the standard the organization follows. • Directly lead the Service onboarding delivery team; set delivery standards, maintain accountability for program quality, and coach for consistent outcomes. • Own capacity planning and resourcing for Service onboarding, ensuring the team can execute the standard across volume growth. • Instrument and improve: define and track measures that matter and use them to continuously refine the practice. • Manage the handoff from onboarding into steady-state account management and service delivery, preserving context and momentum.

Partner Across the Organization • Align with commercial and delivery leadership: connect the onboarding standard to the full customer lifecycle by partnering with sales, revenue operations, customer success, service delivery, finance, data, product, and operations. • Act as a senior, credible point of contact for customer executives during the transition, reinforcing trust from the first interaction. • Champion continuous improvement by bringing the voice of the onboarding experience back into program design and product development. • Enable the field through training and coaching so the standard is understood, adopted, and sustained as volume grows.

Drive Clinical Credibility with Enterprise Clients • Serve as a senior, credible PartsSource voice in clinical stakeholder conversations with biomed directors, HTM leadership, OR and perioperative leadership, and C-suite sponsors. • Support executive business reviews for key Service accounts, providing outcome data, program health, and value delivered against contract commitments. • Navigate accreditation-adjacent conversations with confidence and help clients leverage the PartsSource program to support their compliance posture. • Represent Service onboarding in joint client engagements with the Executive Program Management team for enterprise multi-practice accounts.

What You'll Bring

Your Background • 10+ years of experience in implementation, onboarding, transition management, customer success, or service delivery, including significant time leading complex, customer-facing launches. • Demonstrated success building a repeatable practice, methodology, or operating standard. • Proven expertise in healthcare, healthcare technology management, managed services, or comparable outsourced service environments. • Strong program and project management discipline, with ability to run multiple concurrent transitions to defined timelines and quality bars. • Excellent executive communication, stakeholder management, and change leadership skills across customer and internal audiences. • Track record of leading through influence across sales, operations, and customer success functions.

Preferred • Direct experience with clinical engineering, biomedical, or managed equipment service programs. • Familiarity with regulatory and compliance requirements relevant to healthcare service delivery. • Experience standing up onboarding across multiple end markets or lines of business. • Continuous improvement credentials such as Lean or Six Sigma. • Demonstrated proficiency with project management tools and systems for tracking complex, multi-phase initiatives.

Who We Want to Meet

Act Like an Owner • You take full ownership of defining and operationalizing the onboarding standard. You do not hand off responsibility; you see it through and hold yourself and your team accountable for consistent execution. Accountability & Execution, Ownership • You own the outcomes. Whether a launch runs smoothly or hits friction, you step in, diagnose the issue, and drive the solution. You measure your success by the quality of every customer transition. Results Driven, Accountability

Serve with Purpose • You understand that onboarding is the customer's first real experience with PartsSource. You bring rigor, care, and intentionality to designing an experience that builds trust and demonstrates our commitment to their success. Clear & Critical Thinking, Purpose-Driven • You recognize that implementations are fundamentally about helping customers and their clinical teams navigate change. You lead with empathy, communicate with clarity, and ensure every stakeholder feels supported through the transition. Relationship Management, Active Listening

Adapt to Thrive • You manage complexity with sophistication. You can run multiple, concurrent high-stakes launches across different end markets, customer types, and organizational structures, maintaining quality and consistency throughout. Learning Agility, Resilience • You learn continuously from what works and what does not, applying those insights to refine your methodology. You are comfortable with ambiguity in new situations and drive toward structure and clarity. Learning Agility, Continuous Improvement

Collaborate to Win • You lead through influence. You build buy-in across sales, operations, customer success, and product teams not through authority, but through clarity of vision, credibility, and shared commitment to customer outcomes. Team Orientation, Leadership • You elevate the onboarding conversation into a strategic business imperative. You help the organization understand that how we bring customers onboard is a competitive differentiator and that quality in that function matters to every function. Alignment & Cohesion, Collaboration

Challenge the Status Quo • You see what is working and what is not. You ask why launches sometimes struggle, why customers do not feel supported, why quality is not consistent. You use those observations to re-imagine the onboarding experience. Curiosity & Problem Solving, Challenge • You build a culture of continuous improvement within your practice. You instrument processes so you can measure what matters, you encourage your team to question assumptions, and you bring evidence-based ideas to leadership. Continuous Improvement, Innovation