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Henry Schein OneSr. Director, Customer Experience and Strategic Execution
Henry Schein One is recruiting a Sr. Director to head its newly established customer experience and strategic execution group. The position can be performed remotely from…
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About This Role
Henry Schein One is recruiting a Sr. Director to head its newly established customer experience and strategic execution group. The position can be performed remotely from anywhere in the country, with travel of up to 25% as needed. The director reports to the Vice President of Operations and manages a team of roughly 20 people. The group brings together senior escalation handling, customer journey and HyperCare efforts, enterprise program management,…
Job Description
Henry Schein One is recruiting a Sr. Director to head its newly established customer experience and strategic execution group. The position can be performed remotely from anywhere in the country, with travel of up to 25% as needed. The director reports to the Vice President of Operations and manages a team of roughly 20 people.
The group brings together senior escalation handling, customer journey and HyperCare efforts, enterprise program management, and root cause elimination based on Six Sigma methods. The director builds the team, owns core business processes, and answers for strategic financial and operational results. Priorities include reducing churn, improving onboarding outcomes, and making service quality easier to measure. Responsibilities also include the annual strategy, budgeting, performance management, and workforce planning.
The ideal person earns credibility across functions, uses data when it is available, and makes sound calls when it is not. Strong instincts for action and a readiness to dig into operational detail are essential. Henry Schein One is described as a global leader in dental practice management technology, and the job may involve contact with the Board of Directors.
Responsibilities
- Assemble and guide a group of about 20 spanning escalation management, journey work, strategic PMO, Six Sigma practitioners, and analysis.
- Create one company-wide method for logging, assigning, and closing top-tier and Tier-3 escalations, with defined severity levels and response targets.
- Take overall accountability for severe customer issues, leading recovery plans and speaking directly with customer leadership.
- Run a standing root cause review that assigns every repeat escalation a cause, a countermeasure, and an owner.
- Hold responsibility for mapping the customer path from sale through steady use, plus the voice-of-customer effort, reducing friction between teams.
- Lead HyperCare, the program covering the initial 120 days after go-live for Dentrix Ascend and similar cloud offerings, when churn risk peaks.
- Establish early indicators tracking experience, uptime, delivery quality, and how much effort customers spend, and work with Data & Analytics on early warning signals.
- Lead the enterprise PMO for portfolio governance and cross-team dependencies on programs such as churn-reduction work, data conversions, and migrations, plus auto-provisioning.
- Institutionalize a steady cadence of daily stand-ups, a weekly look at leading metrics, monthly business reviews, plus executive scorecards.
- Pinpoint and scale AI-enabled internal workflows that raise team output and reduce support volume, in partnership with the Support and IT groups and with Data & Analytics.
- Draft the function's yearly direction, targets, spending plan, and headcount plan, and update the executive team and, when needed, the Board.
- Recruit, coach, and grow managers and senior professionals, and develop successors for key roles.
Requirements
- Roughly 7 to 12 or more years of increasing leadership experience in a related field.
- A bachelor's degree, or a foreign equivalent, in a relevant discipline.
- A project management background, and/or a credential like CAPM, PMP, Project+, or a comparable certification.
- AI fluency with large language models, data structures, and AI-driven business tools, shown through hands-on work.
- A track record of assembling strong teams that produce measurable results.
- Substantial background in leading executive-level customer escalations and eliminating root causes.
- Hands-on experience with strategy development, budget planning, forecasting, and staffing.
- Experience creating customer-facing programs for B2B and small-business audiences.
- Skilled written and spoken communication, presentation ability, and documentation discipline.
- Practical knowledge of SaaS and client-server platforms across enterprise settings, such as networking, Citrix, SQL Server, and integrations with outside vendors.
- Understanding of regulatory compliance obligations.
- Executive bearing, sharp business sense, and emotional intelligence, including the skill to challenge people constructively.
- A polished appearance and executive-caliber communication.
Qualifications
- A master's degree or foreign equivalent.
- Deep project management practice.
- A strong ability to communicate through storytelling.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this Sr. Director role remote?
Yes. The posting describes it as remote within the United States, with up to 25% travel as needed.
What salary does the posting list?
The posting lists USD 172,000 to 215,000 per year.
What experience does the role require?
Typically 7 to 12 or more years of progressive leadership experience in a related discipline, plus a bachelor's degree or global equivalent.
What is the employment type?
The position is full-time.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.