Operations Team Lead

Job description

About Wisdom Wisdom blends industry expertise with advanced technology to make dental practices work better for everyone involved. We believe dentistry is about people, and we exist to make the future of dentistry stronger and more sustainable for dentists, their teams, and the patients they serve. We match administrative teams with expert billers and custom-built technology to take on the heavy lifting of dental billing while maximizing dentists’ time in-office, and their bottom line. Coming from a fresh $21M Series A round of funding we are looking for exceptional candidates to help us build a category-defining company. Wisdom has employees across the US. ABOUT THE ROLE 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 and - 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 to identify high-risk and low-risk offices - 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, moving away from manual, spreadsheet-only tracking - Surface insights from QBRs and client feedback to strengthen the forecast model and preempt at-risk accounts before they reach cancellation - 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, building a supportive, high-performing, and collaborative environment - Confidently manage performance, including coaching, development plans, and difficult conversations in a W2 environment - 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 rather than simply flagging them - Monitor KPIs, conduct audits, and perform spot checks to drive ongoing improvements - Oversee the accuracy of reporting and dashboard data, and help build and refine new dashboards and views (including with AI-assisted tools) - Facilitate monthly check-ins with each office and lead Quarterly Business Reviews to dive into ROI, key metrics, and growth opportunities - Communicate directly with client office staff about AR successes, opportunities, and operational challenges - Respond to customer communications promptly, setting a high standard for responsiveness and resolution - 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 that streamline workflows and address emerging challenges WHAT WE’RE LOOKING FOR - Deep knowledge of the dental billing space, revenue cycle, and AR; experience in medical billing or healthcare billing or healthcare services is a strong plus - 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, not only resolve conflict - Manages in a reliable, professional manner and shows up for clients with a polished, professional presence every day - Business operations minded, with a strong sense of how the day-to-day connects to broader business goals, margins, and growth - Operationally sophisticated: able to independently own KPIs, spot improvement opportunities, and build or improve dashboards and reporting - A strong, decisive communicator with natural leadership skills and a customer-first mindset - 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 PERKS & 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 If you’re a strategic thinker, decisive communicator, and tech-savvy leader who knows how to bring out the best in people, we’d love to connect. Wisdom is an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable law.