[Hiring] Operations Team Lead @Wisdom

Role Description

We are seeking a motivated, operationally sophisticated leader to contribute to our ongoing success as we continue our journey of growth. The Operations Team Lead will play a pivotal role in overseeing and optimizing the daily operations of the Wisdom Operations team. Reporting directly to the Head of Operations, the successful candidate will lead a team of billing professionals, own client retention across their portfolio, and use data and forecasting tools to predict and reduce churn. This is a full-time W2 leadership role that carries real ownership over hiring, developing, and managing a high-performing team.

What You’ll Do

• Drive Performance and Client Satisfaction
  • Track KPIs and progress across your portfolio of 40-50 clients
  • Monitor weekly QA scores, aiming for 98%+
  • Achieve 99% client retention
  • Complete QA training within 72 hours of receiving scores
  • Ensure all new billers shadow on Day 1
  • Attend all new client huddles
  • Actively participate in customer and biller onboarding calls to ensure new team members start off on the right foot
• Own Churn Prediction and Retention
  • Own the churn forecast as a live operational tool, reviewed with the Head of Operations at the start of every month
  • Track and act on early churn signals across quality, underpayments, payment irregularities, offices placed on payment plans, and sustained production declines
  • Maintain a consolidated, sortable view of churn probability across all offices in your portfolio
  • Surface insights from QBRs and client feedback to strengthen the forecast model
  • Partner with data and reporting resources to improve forecast accuracy, data hygiene, and dashboard reliability
• Lead and Develop the Team
  • Supervise, mentor, hire, and develop dental billing professionals
  • Confidently manage performance, including coaching, development plans, and difficult conversations
  • Lead team meetings focused on feedback, quality assurance reviews, and continuous improvement
  • Keep communication open with regular team check-ins and updates
• Own Reporting, Operations, and Continuous Improvement
  • Independently oversee KPIs for your offices, identify improvement opportunities, and drive them to execution
  • Monitor KPIs, conduct audits, and perform spot checks to drive ongoing improvements
  • Oversee the accuracy of reporting and dashboard data
  • Facilitate monthly check-ins with each office and lead Quarterly Business Reviews
  • Communicate directly with client office staff about AR successes, opportunities, and operational challenges
  • Respond to customer communications promptly
  • Work closely with other team leads, managers, and stakeholders to align operational goals with overall company objectives
  • Embrace innovation by designing and implementing new systems and tailored solutions

Qualifications

• Deep knowledge of the dental billing space, revenue cycle, and AR
• Experience leading several client profile types, including DSO, multi-group, specialty, general, and startup practices
• A people leader who can hire, develop, motivate, and manage performance
• Manages in a reliable, professional manner
• Business operations minded, with a strong sense of how the day-to-day connects to broader business goals
• Operationally sophisticated: able to independently own KPIs and spot improvement opportunities
• A strong, decisive communicator with natural leadership skills
• Confident in navigating tough conversations and performance management
• Adaptable, coachable, and comfortable with fast-paced change
• Highly detail-oriented with excellent client communication skills
• Proficient with tech platforms such as Hubspot, Google Suite, and several dental billing softwares
• Reliable and available during core U.S. business hours
• A strategic thinker and detail-oriented executor

Benefits

• Full-time W2 position
• Competitive base salary + quarterly bonus
• Flexible Paid Time Off
• Fully remote, U.S.-based
• 401(k)
• Health, dental, vision, life, and HSA benefits
• Paid parental leave
• Company-provided computer