Senior Manager, Outside Lab Operations
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Job Description
Senior Manager owning Affordable Care’s outside dental lab program, vendor performance, and practice adoption. Driving workflow execution, savings realization, reporting, and continuous improvement across U.S. operations.
Responsibilities:
- Serve as the end-to-end business owner for the enterprise outside lab program from rollout and stabilization through ongoing operations and continuous improvement
- Translate outside lab strategy into an operating roadmap with milestones, owners, dependencies, risks, decisions, and measurable outcomes
- Establish governance and decision rights across Lab Operations, Field Operations, Clinical, Procurement, Finance, IT, Training, Compliance, vendors, and practices
- Drive practice adoption of preferred outside lab partners, approved product categories, ordering channels, and standard workflows
- Identify off-contract spend, low adoption, and workflow noncompliance and coordinate targeted interventions
- Own operating relationships with preferred outside lab partners after contracting, in partnership with Procurement and Clinical
- Establish and manage vendor scorecards covering quality, turnaround time, remakes, case acceptance, responsiveness, issue resolution, invoice accuracy, and service levels
- Lead vendor performance reviews, corrective actions, systemic issue resolution, and contingency planning
- Own end-to-end outside lab workflows including ordering, case submission, digital scanning, ticketing, status visibility, delivery, escalation, invoicing, and performance reporting
- Lead implementation and optimization of Dentira, vendor portals, scanner workflows, Salesforce ticketing, and relevant practice systems
- Coordinate pilots and phased rollouts, define success criteria, resolve readiness gaps, and recommend scale, pause, or redesign
- Partner with Training, Field Operations, Clinical, IT, and vendors on role-based training, communications, change management, and workflow improvements
- Own performance and value-capture scorecards covering spend, vendor penetration, savings, quality, turnaround time, remakes, service performance, adoption, and patient or practice impact
- Partner with Finance and Procurement to validate baselines, savings methodology, forecasts, and realized financial impact
- Build and prioritize a continuous-improvement backlog and embed proven improvements into SOPs, technology, training, scorecards, and operating routines
- Report risks, decisions, priorities, and value delivery to Lab, Operations, and executive leadership
- Reports to the Director of Lab Operations
Requirements:
- Bachelor's degree in Business Administration, Operations, Healthcare Management, Supply Chain, Finance, Analytics, or a related field required
- 5+ years of progressive experience in operations, program management, vendor management, supply chain, healthcare, dental, laboratory, or multi-site service operations
- Demonstrated experience leading complex cross-functional initiatives from design through rollout, stabilization, and ongoing performance management
- Experience managing external vendors through scorecards, service levels, operating reviews, escalation, and corrective action
- Strong analytical and financial acumen, including KPI management, spend analysis, savings validation, forecasting, and business cases
- Experience driving adoption and change across distributed field locations without relying solely on formal authority
- Dental laboratory, dental practice, healthcare, procurement, or digital workflow experience preferred
- Familiarity with Dentira, dental scanners and digital case workflows, Salesforce, Dentrix, Power BI, Excel, and PowerPoint preferred
- Willingness and ability to travel to practices, labs, vendor sites, and company meetings as required
- Applicants must be currently authorized to work in the United States on a full-time basis
- The company is unable to support or sponsor employment visa status for this role
Benefits:
- Willingness and ability to travel to practices, labs, vendor sites, and company meetings as required
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