Service Manager

**Company:** PDS Health **Location:** Remote (U.S.\-based preferred) **Job Type:** Full\-time **Job Summary** PDS Health is seeking an experienced and results\-driven Service Manager to oversee service operations and ensure high\-quality support across its healthcare network. This role is responsible for managing service delivery, improving operational processes, and leading teams to provide exceptional internal and external customer experiences. The ideal candidate is a strong leader with a background in service management, performance optimization, and cross\-functional collaboration in a remote environment. $80,000–$110,000 per annum **Key Responsibilities** \+ Service Operations Management * Oversee daily service operations and ensure efficient workflow across teams * Monitor service performance, response times, and resolution quality * Implement service standards, policies, and best practices * Ensure consistent delivery of high\-quality service across all locations \+ Performance \& Reporting * Track key performance indicators (KPIs) such as service levels, response times, and customer satisfaction * Prepare regular reports and dashboards for leadership * Analyze service data to identify trends and areas for improvement * Develop action plans to enhance performance and efficiency \+ Team Leadership \& Development * Lead, coach, and support service teams in a remote environment * Set performance goals and conduct regular evaluations * Provide training and development opportunities * Foster a culture of accountability, collaboration, and continuous improvement \+ Customer Experience \& Stakeholder Management * Ensure a positive and consistent customer experience * Address escalated service issues and resolve complex problems * Collaborate with internal departments (HR, IT, Operations) * Communicate effectively with stakeholders and leadership \+ Process Improvement \& Strategy * Identify opportunities to improve service processes and workflows * Implement automation and system enhancements where applicable * Contribute to long\-term service strategy and operational planning * Support change management initiatives **Required Qualifications** \+ Education \& Experience * Bachelor’s degree in Business, Healthcare Administration, or related field * 5\+ years of experience in service management, operations, or similar role * Experience managing remote or distributed teams \+ Technical Skills * Experience with service management tools (e.g., ticketing systems, CRM platforms) * Strong data analysis and reporting skills * Proficiency in Microsoft Office (Excel, PowerPoint, etc.) * Understanding of service delivery frameworks (e.g., ITIL principles is a plus) **Preferred Qualifications** * Experience in healthcare or multi\-location organizations * Certification in service management (e.g., ITIL) * Familiarity with performance management and workflow automation tools * Experience improving customer satisfaction metrics **Soft Skills** * Strong leadership and team management abilities * Excellent communication and interpersonal skills * Problem\-solving and decision\-making capabilities * Ability to manage multiple priorities in a fast\-paced environment * High level of accountability and attention to detail **Work Environment (Remote)** * Fully remote with collaboration via Zoom, Slack, and project management tools * Fast\-paced, performance\-driven environment * Cross\-functional collaboration with multiple departments **Compensation \& Benefits (Typical)** * Competitive salary (\~$80K–$110K depending on experience) * Health, dental, and vision insurance * 401(k) with company match * Paid time off and holidays * Leadership development opportunities **Key Takeaway** This role focuses on leading service operations, improving performance, and delivering excellent customer experiences while supporting the growth and efficiency of PDS Health.