Customer Service Senior Manager

Freedom Orthodontics • Full-time • United States • $98k - $130k / year • 2d ago

About Freedom Orthodontics

At Freedom Orthodontics, we believe a confident smile is a fundamental freedom. We are dedicated to transforming lives through exceptional orthodontic care, using the latest technology and techniques. Our mission is to create beautiful, healthy smiles while providing an unparalleled patient experience. We are growing rapidly and are looking for a strategic leader to drive our expansion and deepen our impact in the region.

Position Overview

We are seeking a dynamic and visionary Senior Manager of Customer Service & Regional Development. This is a unique, high-impact role that blends deep customer service leadership with strategic business development. You will be responsible for two core objectives: elevating our patient and referral partner experience to world-class levels, and proactively developing and executing strategies to grow the presence and reputation of Freedom Orthodontics throughout the region. You are not just a manager of people and processes; you are an architect of growth and a champion for our brand.

Key Responsibilities

1. Strategic Leadership & Orthodontic Development:

Develop and implement a regional growth strategy focused on increasing new patient consultations and case acceptances.

Analyze market trends, competitor activity, and patient demographics to identify new opportunities for practice development.

Build and nurture strong relationships with key referral partners, including general dentists, pediatric dentists, and other healthcare professionals in the community.

Represent Freedom Orthodontics at local community events, health fairs, and professional meetings to enhance brand visibility.

Collaborate with the Marketing team to create and execute localized marketing initiatives and community outreach programs.

2. Customer Service Excellence & Patient Journey Management:

Provide inspirational leadership, mentorship, and development to the entire customer service and front office team (Patient Coordinators, Scheduling, etc.).

Own the entire patient journey from first contact through to the end of treatment, identifying and implementing improvements to maximize patient satisfaction, retention, and loyalty.

Establish and monitor Key Performance Indicators (KPIs) for the customer service team, such as consultation conversion rates, patient satisfaction scores (NPS/CSAT), and scheduling efficiency.

Implement and refine patient feedback systems, using insights to drive continuous improvement in clinical operations and the patient experience.

Ensure all patient interactions (phone, email, in-person) reflect the compassionate, professional, and innovative values of Freedom Orthodontics.

3. Operational Excellence & Team Development:

Oversee the day-to-day operations of the front office, ensuring smooth scheduling, financial arrangements, and administrative workflows.

Develop training programs to elevate the team's skills in orthodontic knowledge, consultative selling, conflict resolution, and exceptional service delivery.

Foster a collaborative, positive, and high-performance culture that aligns with the company's mission and values.

Manage staffing, scheduling, and resource allocation for the customer service team.

Qualifications & Experience

Bachelor’s degree in Business Administration, Healthcare Administration, Marketing, or a related field. Master’s degree is a plus.

5+ years of progressive leadership experience in a customer service or practice management role, required.

Proven experience in a healthcare setting, with a strong preference for orthodontics, dentistry, or medical aesthetics.

Demonstrable success in developing and executing growth or business development strategies.

Exceptional interpersonal and communication skills, with the ability to build rapport with patients, staff, and professional partners.

Strong analytical skills with experience using data to drive decision-making and measure success.

Proficiency with dental/orthodontic practice management software (e.g., Dentrix, EagleSoft, etc.) and CRM systems.

What We Offer

A competitive salary and performance-based bonus structure.

Comprehensive benefits package including medical, dental, and vision insurance.

401(k) with company match.

Opportunities for professional development and career advancement.

A supportive and innovative work environment dedicated to changing lives.

The freedom to make a significant, tangible impact on our patients and our practice.

Job Type: Full-time

Pay: $98,000.00 - $130,000.00 per year

Benefits:

Paid time off
Parental leave
Professional development assistance

Work Location: Remote

Related Jobs

Dental Assistant Lead-RDA

Confidential • Full-time • Torrance, California, United States • $25 - $35 / hour • 1d ago

Office Managers

1d ago

Apply

Key Account Manager

Sunbit • Full-time • United States • 2d ago

Office Managers

2d ago

Apply

Practice Leader

Hudec Dental • Full-time • Cleveland, Ohio, United States • $127.55k - $229.99k / year • 2d ago

Office Managers

2d ago

Apply

Lead Dental Assistant - Experience Required

Dentists of Lansdowne • Full-time • Sterling, Virginia, United States • $30 / hour • 2d ago

Office Managers

2d ago

Apply

Lead Dental Assistant - Experience Required

Dentists of Lansdowne • Full-time • Ashburn, Virginia, United States • $30 / hour • 2d ago

Office Managers

2d ago

Apply

Dental Office - Front Desk Coordinator

Greater Richmond Dentistry • Full-time • Chesterfield, Virginia, United States • $20 - $25 / hour • 2d ago

Office Managers

2d ago

Apply

Dental Receptionist/Front office/Treatment Coordinator

Larchmont Dental Associates • Full-time • Los Angeles, California, United States • $20 - $25 / hour • 2d ago

Office Managers

2d ago

Apply

Automotive Parts Manager/Parts Counter Management - Denton Chevy

HERTRICH Family of Automobile Dealerships • Full-time • Denton, Maryland, United States • $50k - $60k / year • 2d ago

Office Managers

2d ago

Apply

Office Manager

Dentists of Alexandria • Full-time • Alexandria, Virginia, United States • $40 / hour • 2d ago

Office Managers

2d ago

Apply

Dental Office Manager

Alacrity Dental Services • Full-time • Ft Carson, Colorado, United States • $60k - $75k / year • 2d ago

Office Managers

2d ago

Apply