Senior Manager, Outside Lab Operations

This is a fully remote position, open to applicants in North Carolina, +1 more state.

📋 Description

• Act as the comprehensive business owner for the enterprise outside lab program, overseeing everything from initial rollout and stabilization to ongoing operations and enhancements.

• Convert the outside lab strategy into a detailed operational roadmap that includes milestones, responsible parties, dependencies, risks, decisions, and measurable outcomes.

• Create governance structures and define decision-making authority across Lab Operations, Field Operations, Clinical, Procurement, Finance, IT, Training, Compliance, vendors, and practices.

• Promote the adoption of preferred outside lab partners, approved product categories, ordering channels, and standardized workflows within practice settings.

• Detect off-contract expenditures, low adoption rates, and noncompliance with workflows, and coordinate targeted interventions to address these issues.

• Manage operational relationships with preferred outside lab partners following contract execution, collaborating closely with Procurement and Clinical teams.

• Develop and oversee vendor scorecards that assess quality, turnaround times, remakes, case acceptance, responsiveness, issue resolution, invoice accuracy, and service levels.

• Conduct vendor performance evaluations, implement corrective actions, resolve systemic issues, and prepare contingency plans.

• Oversee all aspects of outside lab workflows, including ordering, case submission, digital scanning, ticketing, status visibility, delivery, escalation, invoicing, and performance reporting.

• Spearhead the implementation and optimization of Dentira, vendor portals, scanner workflows, Salesforce ticketing, and related practice systems.

• Coordinate pilot programs and phased rollouts, define success metrics, address readiness gaps, and recommend scaling, pausing, or redesigning initiatives.

• Collaborate with Training, Field Operations, Clinical, IT, and vendors on role-specific training, communication strategies, change management, and workflow enhancements.

• Manage performance and value-capture scorecards that track spending, vendor penetration, savings, quality, turnaround time, remakes, service performance, adoption, and impact on patients or practices.

• Work with Finance and Procurement to confirm baselines, savings methodologies, forecasts, and realized financial impacts.

• Develop and prioritize a continuous improvement backlog and integrate successful enhancements into standard operating procedures, technology, training, scorecards, and operational routines.

• Report on risks, decisions, priorities, and value delivery to Lab Operations and executive leadership.

• This position reports to the Director of Lab Operations.

⛳️ Requirements

• A Bachelor's degree in Business Administration, Operations, Healthcare Management, Supply Chain, Finance, Analytics, or a related field is required.

• A minimum of 5 years of progressive experience in operations, program management, vendor management, supply chain, healthcare, dental, laboratory, or multi-site service operations.

• Proven experience leading complex cross-functional initiatives from design through rollout, stabilization, and ongoing performance management.

• Experience in managing external vendors through scorecards, service level agreements, operational reviews, escalation processes, and corrective actions.

• Strong analytical and financial skills, including management of key performance indicators (KPIs), spend analysis, savings validation, forecasting, and business case development.

• Experience in driving adoption and change across multiple field locations without relying solely on formal authority.

• Preferred experience in dental laboratories, dental practices, healthcare, procurement, or digital workflows.

• Familiarity with Dentira, dental scanners and digital case workflows, Salesforce, Dentrix, Power BI, Excel, and PowerPoint is preferred.

• Willingness and capability to travel to practices, labs, vendor sites, and company meetings as necessary.

• Applicants must possess current authorization to work in the United States on a full-time basis.

• The company is unable to provide support or sponsorship for employment visa status for this role.

🏝️ Benefits

• Willingness and ability to travel to practices, labs, vendor sites, and company meetings as required.