Job description
***This position is Remote***
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.
JOB SUMMARY:
The Executive Director, Customer Experience, is responsible for leading key areas of the customer experience (CX), including leading and driving technology transformation across onboarding, customer service and operations. This individual is well-versed in driving transformation for customer experience initiatives and has implemented technology transformation initiatives across a large scale in software organizations. This person lives and breathes the data behind customer experience, driving data-obsessed teams. Strong preference for having driven transformation using generative AI, with an understanding of the latest technology in AI and machine learning. This role involves analyzing customer data, identifying opportunities for improvement, and deploying new technologies to streamline processes and personalize interactions.
This role ensures strategic alignment between client needs and internal capabilities, fostering seamless onboarding, system deployment, and integration efforts. The position requires strong leadership, cross functional collaboration, and a commitment to excellence in execution through technology transformation.
WHAT YOU WILL DO:
- Direct the vision and strategic direction of the customer experience across the company.
- Maximize customer NPS, retention and satisfaction, putting in place key strategic initiatives that drive impact for these metrics.
- Have direct oversight for the onboarding, training, education, customer support, professional services and customer service operations functions.
- Develop and deploy the company’s customer experience strategy, including characterization of strategic customer segments and systematic collection and application of customer experience insights for strategic advantage and growth.
- Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touchpoints.
- Strategy and Leadership: Develop and execute CX strategies, aligning them with business goals.
- AI/ML Integration: Identify and prioritize AI/ML opportunities to improve customer experience.
- Data Analysis: Analyze customer data to identify trends, pain points, and areas for improvement.
- Technology Implementation: Oversee the selection, implementation, and optimization of CX technologies, including AI-powered tools, for onboarding and support.
- Process Optimization: Streamline customer-facing processes and workflows to enhance efficiency and satisfaction.
- Communication and Collaboration: Collaborate with cross-functional teams (e.g., product, marketing, engineering) to ensure CX initiatives are effectively implemented.
- Leadership and Team Management: Lead and mentor large teams, fostering a high performing, customer-centric culture.
- Innovation and Experimentation: Stay abreast of emerging trends and technologies in CX and AI, and experiment with new approaches to improve customer experience.
- Business Acumen: Understand the business impact of CX initiatives and measure their success.
- Developing and Implementing AI Chatbots: Deploy AI-powered chatbots to make onboarding more efficient and effective.
- Personalizing Customer Experiences: Leverage AI to personalize customer interactions and recommendations.
- Optimizing Customer Journeys: Use data and analytics to identify and address pain points in the customer journey.
- Implementing Predictive Analytics: Utilize predictive analytics to anticipate customer needs and proactively address potential issues.
- Building and Scaling Customer Advocacy Programs: Leverage AI to identify and engage customer advocates.
- Onboarding and Implementation Oversight:
- Oversee the end-to-end implementation lifecycle—from pre-sales support through go-live and handoff.
- Define project scopes, timelines, resource plans, and KPIs.
- Ensure all projects are delivered on time, within budget, and with high client satisfaction.
- Process Optimization:
- Develop standardized frameworks and best practices for implementation.
- Continuously assess and refine workflows, tools, and methodologies to improve efficiency and scalability.
- Utilize data and feedback to enhance implementation processes and outcomes.
MUST HAVES:
- 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
NICE TO HAVES:
- Proven track record of leading successful enterprise-level implementations.
- Strong understanding of project management methodologies (e.g., Agile, Waterfall).
- Excellent leadership, communication, and client-facing skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with SaaS or technology solutions is a plus.
- PMP or similar project management certification.
- Experience in change management and organizational transformation.
- Proficiency with implementation tools (e.g., Asana, Jira, Salesforce, Smartsheet).
MINIMUM WORK EXPERIENCE:
Typically, 15 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 7 or more years of management experience.
PREFERRED EDUCATION:
Typically, a Bachelor’s Degree or global equivalent in related discipline. Master’s degree or global equivalent a plus.
TRAVEL / PHYSICAL DEMANDS:
25% or less in most cases but may be more at certain times.
COMPENSATION:
The posted range for this position is $173,032 - $237,919 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 target 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), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
About Henry Schein One
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 One
Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do 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 not currently hiring individuals residing in Alaska, Delaware, Hawaii, Iowa, Louisiana, Maryland, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.
