Associate Director, Service Operations

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. 

Baxter’s products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work. 

Join us at the intersection of saving and sustaining lives— where your purpose accelerates our mission. 

Your Role at Baxter

The Associate Director, Service Operations, has accountability for customer satisfaction and the management of cross-functional and sales relationships within the Baxter organization. Responsible for the achievement of area performance metrics and operational measures in the areas of revenue generation, cost containment, customer satisfaction, associate development, and operational improvements.

Provide strategic leadership and coaching within the assigned territory. Responsible for the safe, effective, and efficient delivery of a wide variation of service programs for company or customer owned medical devices and products.

The geographic scope will include multiple locations within assigned territory. The desired candidate is expected to reside within the assigned regional service territory and travel up to 50%.

The Assoc Dir – Service Operations reports to the regional Director, Service Operations. The role provides strategic leadership to 10-12 Operations Managers, who manage the broader teams of both exempt and non-exempt employees (employee span ~100-150).

Applicants can reside in California, Phoenix, and the Greater Seattle Market.

What you'll be doing

• Directly responsible for achieving area revenue goal for contract sales and fee for service activities.
• Meet or exceed established metrics such as elapsed time, open calls, capital contract compliance, 24-hour repairs, etc.
• Ensure understanding of and strict compliance with all federal, state, and local regulations as well as all internal SOPs while providing continuous review and improvement for all operational processes and standards.
• Proven track record to help define, translate, and carry out a strategy.
• Ability to drive changes.
• Strong project and process leadership skills.
• Proven financial competence.
• Strong business insight and judgment.

What you'll bring

• Bachelor’s degree required; advanced degree preferred.
• Minimum 8 years previous management experience required, like industry preferred.
• Knowledge of healthcare industry regulations and standards.
• Strong leadership, effective planning, and operational management skills.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficient in using service management software and tools.
• Proven competence in communicating vision and aligning staff’s performance; establishing goals and standards for staff; building customer relationships; working as a team player with others; mentor and developing staff; recognizing and rewarding staff performance; and follow-up and on commitments and self and staff work assignments.
• Ability to travel extensively, up to 50% of the time.

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 our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base salary range of $144,000 - $198,000 plus an annual incentive bonus. The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the 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