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The Manager of Digital Helpdesk for Aspen Dental branded practices will lead a team dedicated to providing exceptional support to our doctors, offices, and field leaders. This role ensures customer inquiries, escalations, and issues are handled promptly, root causes are identified and resolved, and service excellence remains a priority.

As the voice of the customer, this leader will collaborate across teams to optimize processes, strengthen communication, and ensure our field leaders and practice owners receive the service and support they expect. The Manager will play a critical role in bridging the gap between technical and training gaps for our digitally enabled practice locations.

Salary: 90,000 - 95,000 / year

Responsibilities:

+ **Customer Support Leadership** : Oversee a team focused on managing escalations, resolving questions, and delivering solutions to customer issues with urgency and precision.

+ **Workforce Management:** Plan and execute workforce management functions, including demand forecasting, capacity analysis, workload distribution, and scheduling for digital helpdesk teams.Develop scheduling strategies thatoptimizeresourceutilizationwhile ensuring deadlines and quality standards are consistently met.

+ **Root Cause Analysis** :Establishand drive processes toidentifythe root causes of recurring issuesandpartnerwith training toestablishand adjust existing training plans to mitigatefutureissues.

+ **Collaboration and Partnership** : Work closely with field leaders, practice owners, and other stakeholders to ensure their needs are met andexceeded expectations.

+ **Continuous Improvement** : Analyze trends in customer feedback and operational performance to develop and execute strategies that enhance service levels and efficiency.Implement real-time workload monitoring processes toidentifyand resolve bottlenecks in the workflow

+ **Communication** : Serve as the primary liaison betweenthe training and ITteams and the field, providing clear updates and ensuring alignment on prioritiesneeds.

+ **Team Development** : Build and mentor a high-performing team that is equipped to handle complex issues and provide world-class customer service.

+ **Metrics and Reporting** : Track and report on customer service KPIs, using data to inform decisions and drive accountability.

Minimum Education and Experience:

+ Bachelor’s degree inBusiness, Operations, ora relatedfield; equivalent experience considered.

+ 5+ years of experience in customer service or operations, preferably in healthcare, manufacturing, or digital services.

+ Ability to lead a Team in a Remote Work environment

+ Experience in a Help Desk or Ticket Management System preferred, but notrequired

+ Experience in Digital Dentistry technologies - including 3Shape Scanners & DesignExperience ,andtheSprintRayDigital Ecosystem - preferred, but notrequired

+ Proven leadership experience, including managing a team and working cross-functionally.

+ Strong problem-solving skills and a commitment to driving resolution and improvement.

+ Excellent communication and interpersonal skills with the ability to build strong relationships& partnerships.

+ Data-driven mindset with experience using metrics to measure and improve performance.

+ Familiarity with dental, medical, or manufacturing environments.

+ Experience managing escalations in a multi-location or distributed service model.

+ Financial and analytical skillsrequired

+ Excellent verbal and written communication skills

+ The ability to balance multiple, highpriorityinitiativessimultaneously

+ Lean Six Sigma, or similar process improvement certification preferred.

+ The ability to conduct up to 25% travel

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