Director of Operations

ODL is seeking a Director of Operations to lead and optimize the manufacturing facilities' end-to-end operations, with accountability for the customer experience, operational performance, product quality, on-time delivery, and financial results. This leader drives alignment across production, customer-facing teams, quality functions, and support operations to ensure exceptional service and consistently high-quality products. The Director develops people, improves results, and fosters a culture of accountability while professionally living and upholding our core purpose and values. This position reports to the VP of Operations.

Worksite: Orthodent Lab (ODL) on Chandler Street in Buffalo, NY

About Us

Orthodent Laboratory (ODL) is a digital orthodontics lab in Buffalo, NY, serving orthodontists nationwide. We've grown roughly 10x since 2017. We did it by saying yes to new technology, new workflows, and new customers before most labs were ready to. ODL doesn't sit still. We run on one simple rule: deliver a good product, on time, for a reasonable price. Simple to say. Hard to do at our pace. ODL is part of Specialty Appliances, a PE-backed platform of orthodontic and dental labs. We have the backing to invest and still move fast. We're scaling again, and we're looking for people who want to build, not just maintain.

In this role, you will need to have…

• Ten years of management experience, including five years in manufacturing supervision, production management, or laboratory operations. Proven ability to lead multiple departments and develop leaders.
• Bachelor’s degree in a relevant field or equivalent experience; demonstrated P&L, budgeting, cost control, and operational improvement experience.
• Strong communication, problem-solving, planning, and project management skills; ability to explain technical information in English and use operational data.
• Preferred: Excel, Lean or Six Sigma, medical device manufacturing, acquisition integration experience, or Certified Dental Technician certification.

In this role, you will…

• Operations Ownership: Lead production, Customer Success, planning, order management, quality, maintenance, engineering support, and shipping. Align priorities and resources with company goals.
• Production and Delivery: Manage staffing, capacity, scheduling, materials, equipment, and workflow to deliver quality products on time. Resolve bottlenecks, holds, and operational risks.
• Customer Success: Own Customer Care Center performance and the doctor and practice experience. Ensure timely communication, realistic commitments, technical support, and service recovery.
• Complaints: Own complaints from receipt through documented resolution and follow-up. Coordinate investigation, root cause analysis, customer communication, and corrective action; verify closure and prevent repeat issues.
• Quality and Safety: Own operational quality from case intake through product release. Partner with Quality to maintain required controls, traceability, training, and regulatory compliance. Reduce remakes and rework and promptly escalate safety concerns.
• Financial Performance: Own budgets and P&L results. Control costs, plan resources, evaluate investments, and improve productivity and profitability while meeting quality and service commitments.
• People Leadership: Hire, coach, and develop department leaders and employees. Establish clear expectations, build training and succession plans, and address performance and conduct consistently with HR.
• Continuous Improvement: Improve procedures and department handoffs. Support growth, new products, and acquisition integration in partnership with Quality, HR, Finance, IT, and Sales.
• Accountability: Track and report financial, delivery, quality, customer service, people, and safety results. Assign clear owners and action plans when performance falls short and verify improvements.

Our Core Purpose and Values

Purpose: To create solutions and products that inspire a lifetime of confidence.

Values: As the Director of Operations, these values are a minimum requirement for the role. You are expected to model these values in decisions, leadership, and customer relationships. Uphold them professionally and reinforce them through hiring, coaching, development, and recognition.

• Lead with humility, fail with grace: Seek feedback, share credit, acknowledge mistakes, and learn.
• Leave something better behind: Develop people and make lasting improvements.
• Own the result: Honor commitments, communicate risks, and follow through to resolution.
• Respect every connection: Show courtesy, dignity, and professionalism, including under pressure.

What We Offer

• Competitive Salary
• Medical, Dental, and Vision Insurance
• Short-term and Long-term Disability Insurance
• Life and AD&D Insurance
• Competitive PTO
• 9 Paid Company Holidays
• Annual Bonus Plan
• 401(k) with company match

*Local Candidates Only*

EQUAL OPPORTUNITY EMPLOYER

This job description reflects the core responsibilities of the position but is not intended to be an exhaustive list of all duties.