[Hiring] Senior Director, Customer Experience and Strategic Execution @Henry Schein One

Role Description

The Sr. Director, Customer Experience & Strategic Execution leads the Customer Experience & Strategic Execution organization at Henry Schein One, a newly established function that brings together:

• Executive escalation management
• Customer journey and HyperCare programs
• Enterprise program management (PMO)
• Six Sigma-driven root cause elimination

This role is responsible for creating alignment across:

• Product
• Technology
• Support
• Customer Onboarding
• Customer Success
• Sales
• Finance

Key responsibilities include:

• Designing, implementing, and institutionalizing mechanisms that deliver lasting business impact
• Demonstrating the effectiveness of these mechanisms
• Developing leaders responsible for sustaining and advancing them
• Creating and owning key business processes
• Strategic planning, performance management, budgeting, and workforce planning

Qualifications

• Typically 7-12+ years of progressive leadership experience in a related professional discipline
• Bachelor's degree or global equivalent in a related field
• Project management experience and/or certifications (CAPM, PMP, Project+, or equivalent)
• Demonstrated AI literacy, including experience with Large Language Models (LLMs), data structures, and AI-enabled business applications
• Proven leadership experience with a track record of building high-performing teams and delivering business results
• Deep experience managing executive-level customer escalations and driving root-cause resolution
• Strong executive presence, business acumen, and emotional intelligence
• Experience with strategic planning, budgeting, forecasting, and resource management
• Proven success building and scaling customer-facing programs and experiences within B2B and SMB environments
• Exceptional written, verbal, presentation, and documentation skills
• Strong customer focus, conflict-resolution skills, and the ability to navigate difficult conversations
• Demonstrated ability to build cross-functional partnerships and influence stakeholders
• Advanced analytical, decision-making, and problem-solving skills
• Strong understanding of industry best practices, business processes, tools, systems, and operational procedures
• Advanced experience working with cloud-based (SaaS) and client/server technologies
• Knowledge of regulatory compliance requirements
• Advanced technical knowledge of enterprise infrastructure and applications
• Advanced proficiency with Microsoft Office, CRM platforms, SaaS applications, and related business technologies
• Professional appearance and executive-level communication and presentation skills

Requirements

• Build, lead and develop a multi-discipline organization of approximately 20 team members
• Design and own a single enterprise escalation intake, ownership and closure process
• Serve as the senior accountable leader for critical customer escalations
• Establish and govern a recurring root-cause review
• Own the end-to-end customer journey map and Voice of Customer program
• Lead the HyperCare program for the first 120 days after go-live
• Define new leading indicators for customer experience
• Direct the enterprise PMO responsible for portfolio governance
• Institutionalize the operating rhythm for strategic priorities
• Identify, standardize and scale AI-enabled internal processes
• Develop the annual strategy, objectives, budget and staffing plan
• Hire, coach and develop managers and senior professionals

Benefits

• A robust benefits package including health coverage
• Retirement savings with company match
• Paid time off
• Parental leave
• Wellbeing resources
• Education support
• And MORE!