Implementation Manager, Field Support & Customer Experience

Our continued growth has created an opportunity to join our Aspen Dental Field Operations Support Team as an Implementation Manager, Field Support & Customer Experience.

Position Summary: 

As an OPS Implementation Manager, you are part of a motivated Field Support & Customer Experience Operations team.  The field support & customer experience team focuses on improving the overall patient and field operations experience and requires working with a cross-functional team to include Marketing, L&D, Talent Acquisition, IT, Human Resources, scheduling center, and Product teams to roll out various initiatives.  Initiatives can range, but not limited to all aspects of our dental office operations, assistance with product development and improving the overall customer experience.  This role will identify and develop solutions for new and improved ways to support the business while meeting organizational targets.   

Responsibilities: 

• Act as key contact for internal partners and project stakeholders for assigned projects.

• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.  

• Document scope of services for each project.  

• Manage lead and direct the work of assigned staff, communication, timing, quality, and documentation. 

• Clearly communicate project objectives, key milestones, major deliverables, and performance.  

• Conduct project status meetings to address any feedback, concerns, or questions.  

• Coordinate internal resources as needed and third parties/vendors for the execution of project deliverables.   

• Effectively manage the relationship with clients, stakeholders, and third parties/vendors.  

• Create business cases, return on investments and executive level presentations

• Analyze data & create spreadsheets, diagrams, and process maps to document workflows as needed.  

• Gain cross-functional knowledge of key business processes and activities to understand how each activity impacts the organization.  

• Inform management and leadership teams of any vendor, partner, or customer issues or challenges. Escalate to the appropriate resource if/when resolution assistance is needed. 

Minimum Qualifications:

• Bachelor’s degree or equivalent work experience in the business or healthcare industry.

• 5+ years of experience in operations leadership, preferably in a customer service or healthcare setting.

• 3+ years of proven project management or process improvement experience which includes leadership skills required to manage multiple projects concurrently, and proficiency with prioritization, organization, problem solving skills and has strong analytical aptitude. 

• Proven work experience managing multiple projects, change management, and progress reporting.  

• Outstanding critical thinking and problem-solving skills. 

• Ability to adapt to changing job requirements and priorities to meet the needs of the business.  

• Ability to work in a fast-paced, entrepreneurial environment.  

• Fosters teamwork by working cooperatively and effectively with others.

• Self-directed, shows initiative and pro-actively addresses issues and problems.  

• Strong client-facing and internal communication skills - interpersonal, verbal, listening, and written communication skills required.    

Preferred Qualifications:

• Project Management Certification or Lean Six Sigma Certification

• Demonstrates aptitude and interest in learning new systems and platforms.