***This position can be Remote, US or onsite at our Utah Headquarters *** 
Job Summary

This position is responsible to direct the management group in all activities and systems related to customer support, and post go-live resources for Henry Schein One North America solutions. This position will develop department strategic direction and vision including ensuring that timely and effective customer service expectations are met and/or exceeded at all times. Critical to success for this position is to reduce support volume, especially via phone. This position will direct and assist in the achievement of individual, team, department and corporate goals.

What you will do

• Actively reduce the need for customers to call and the Average Handle Time (AHT).
  • Operationalize support data collection and categorization for actionable insights 
  • Partner with Product to reduce the causes of calls
  • Improve agent toolsets to enable reduced AHT
  • Implement technologies such as Chat, ChatBot and Generative AI to deflect calls.
  • Partner with marketing to create customer consumable Help Articles and other content to reduce need for support calls.
  • Partner with implementation, onboarding and customer success to optimize customer experience
  • Drive customer self-directed learning through expansion of the Learning Management Systems.
• Review team structures to ensure high levels of ownership and accountability for customer CSAT and NPS.
• Mentor, train, and coach each of the Management team to ensure they have the knowledge and skills needed in order to be an effective team leader/supervisor/manager.
• Coordinate with Operations to create and monitor department budget(s), ensuring cost containment and appropriate expense management.
• Evaluate, plan, promote, and execute long-term solutions to current and previous issues to ensure productive resolutions and high customer satisfaction is achieved.
• Create and maintain a “dashboard” measuring critical areas in each of the departments.
• Monitor statistics and coach management team where necessary to ensure timely, quality service is offered to all customers. Recommend necessary changes based on a constant and in-depth analysis of these reports.
• Prepare extensive reporting to management on a weekly and monthly basis informing on statistics, progress on goals, issues/concerns and any other pertinent information.
• Develop and maintain policies, procedures and specifications to assure that Henry Schein One goals and objectives are achieved.
• Facilitate team member engagement by clearly communicating the company’s vision, mission, and strategic objectives.
• Educate team members on major changes in the market as well as important issues affecting the business in order to facilitate innovation and effective problem solving.
• Stay abreast of and educate executives and other senior level stakeholders on major changes in services technologies and methodologies that will drive longer term strategic direction for the organization.

Travel/Physical Demands

• National and International Travel is a requirement. Less than 25%. 

QualificationsMust have:

• Typically 15 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 7 or more years of management experience.
• Typically a Bachelor's Degree or global equivalent in related discipline.
• Outstanding management and leadership skills and ability to attract, retain, motivate, inspire, develop, mentor and coach team members for high performance; excellent conceptual skills
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
• Mastery presentation and public speaking skills
• Mastery independent decision making, analysis and problem solving skills
• Understand, interpret and act on financial information and external trends that contributes to business profitability
• Plan, manage and create strategy around complex global projects; understand available resources, develop timeline, budget and assign areas of responsibility
• Lead teams to achieve company goals and solve complex business issues in creative and effective ways
• Strategic planning and organizational skills and techniques
• Communicate effectively with senior management and key stakeholders
• Outstanding negotiating skills and ability to effectively manage strategic alliances, joint ventures and outsourced relationships
• Outstanding ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
• Broad and wide-range of professional and managerial skills with a full understanding of industry practices and company policies and procedures
• Lead and develop virtual teams
• Mastery in multiple technical and business skills
• Exceptional strategic planning skills
• Adapt and lead change initiatives
• Ability to gain a thorough knowledge of all areas of Henry Schein One's business and department operations at a fast pace.
• Experience using data and business analytics to strategically guide department
• Ability to coach and guide others as they motivate, lead and discipline personnel when applicable.
• Strong Knowledge of Service and Support Industry methodology, solutions, and tools, and experience implementing strategic initiatives.
• Coach others to professionally handle and resolve stressful situations
• Effective time and resource management skills.
• Excellent communication skills (both written and verbal), decision making, human relations, presentation, and organization skills.
• Ability to work independently while using excellent judgment in the interest of all parties involved.
• Intermediate computer knowledge including Microsoft Office applications
• Ability to professionally handle and resolve stressful situations will be required
• Ability to drive results while appropriately managing personnel
• Professional appearance and presentation required.

Nice to have:

• Master's degree or global equivalent a plus.

The posted range for this position is $176,800 - $278,460 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a 25% bonus not reflected in the posted range.What you get as a Henry Schein One Employee

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience. Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah.  To learn more, click here: 2022 Best Companies To Work For | Henry Schein OneHenry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.Unfortunately, Henry Schein One is unable to hire individuals residing in Alaska, North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.