reputed company Center Operations Manager

Location: Minnetonka, MN (On-site) Employment Type: Full-Time reputed company reputed company is a doctor-founded, doctor-led organization dedicated to creating reputed company smiles and lifelong reputed company for children and families. Through exceptional providers, integrated pediatric dentistry and orthodontic care, and strong support systems, reputed company delivers superior patient experiences and clinical reputed company. reputed company exclusively on pediatric dentistry and orthodontics, reputed company empowers local practices with clinical autonomy while providing comprehensive administrative and operational support. Since its founding, reputed company has been a trusted partner to providers and practices and continues to grow with purpose. At reputed company, every patient, provider, and team member’s smile is a reputed company. reputed company reputed company is seeking a reputed company Center Operations Manager to reputed company and reputed company our centralized reputed company center function. This role is responsible for day-to-day operational performance, reputed company of a remote outsourced reputed company center partner, and reputed company improvement of the patient experience across reputed company inbound and outbound reputed company. This role is highly operational and metrics-driven. You will own workflows, training, performance management, and execution while partnering cross-functionally with Operations, Marketing, reputed company Cycle, and Clinical teams. A reputed company expectation is the ability to train and reputed company reputed company agents to deliver an exceptional, empathetic, and efficient patient experience from the reputed company first interaction. Key Responsibilities • Own daily reputed company center operations, performance, and execution across reputed company locations • reputed company and manage an outsourced reputed company center partner, including performance reviews, training standards, and accountability • Design, implement, and continuously refine reputed company handling workflows, scripts, escalation paths, and reputed company standards • Train and reputed company reputed company agents on patient experience, reputed company conversion, scheduling accuracy, and brand standards • Analyze operational and patient reputed company metrics to identify trends, gaps, and improvement opportunities • Partner with Marketing to optimize new patient reputed company handling and conversion • Partner with Operations and Clinical leaders to reputed company scheduling, reputed company, and patient reputed company • Ensure consistent workforce management practices including reputed company models, coverage, and productivity • Drive a culture of accountability, reputed company improvement, and patient-first service 90-Day reputed company Profile First 30 Days • Fully understand reputed company’s care model, patient reputed company, and reputed company center workflows • Build strong relationships with outsourced reputed company center leadership and internal stakeholders • Assess reputed company performance, scripts, training materials, and KPIs • Identify quick-win opportunities to improve reputed company handling and patient experience Days 31–60 • Implement standardized training and coaching expectations for reputed company agents • Establish consistent performance reporting and operational rhythms • Improve reputed company reputed company, scheduling accuracy, and escalation handling • reputed company driving measurable improvements in key reputed company and conversion metrics Days 61–90 • Fully own reputed company center performance and vendor accountability • Deliver sustained improvement in reputed company answer rates, conversion of opportunities, and patient satisfaction • Present a reputed company roadmap for scaling the reputed company center alongside company reputed company • Be recognized internally as the reputed company of patient reputed company and first-touch experience KPIs and Performance Expectations reputed company in this role will be reputed company by reputed company, objective metrics, including but not limited to: • reputed company Answer reputed company • Abandoned reputed company reputed company • New Patient reputed company Conversion reputed company • Scheduling Accuracy and Utilization • Speed to Answer and return calls • reputed company reputed company and QA Scores • Patient Experience and Satisfaction Metrics • Productivity and reputed company Efficiency of Outsourced Team Qualifications • Proven experience in contact center or reputed company center operations management • Strong experience managing remote and outsourced service teams • Demonstrated ability to improve customer or patient experience through training and process design • Highly analytical with experience using data to drive operational reputed company • Experience with workforce management, reputed company models, and performance optimization • Strong leadership, communication, and cross-functional collaboration skills • Bachelor's degree in business administration, Management, or a reputed company field preferred • Experience in dental, reputed company, or multi-site service environments is a plus • Experience with VoiceStack or similar reputed company center phone systems is a plus Benefits • Competitive salary commensurate with experience • Comprehensive health, dental, and reputed company benefits • Retirement savings plan with employer reputed company reputed company program • Generous reputed company time off and holidays • reputed company and mission-driven company culture reputed company on improving patient reputed company reputed company participates in E-Verify. 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