Senior Director, Operations (Dental/Ortho)

About the Role 

PracticeTek is seeking a Senior Director of Operations, Dental/Ortho to lead the operational performance of our dental SaaS solutions focused in the orthodontic and dental laboratory segments. This role reports directly to the VP, Market Leader for Vision and Dental/Ortho and serves as their primary operating partner for the Dental/Ortho segment, a multi-product portfolio with over $25M in recurring revenue. This leader will be accountable for the segment’s operational outcomes—customer experience, service delivery, scalability, and operational excellence—while partnering closely with Product, Engineering, Sales, Finance, and Customer teams to drive sustainable growth. 

The ideal candidate blends strategic leadership with hands-on operational execution, thrives in cross-functional environments, and has experience scaling operations in SaaS, healthcare/dental technology, and/or workflow-heavy software environments. 

Key Responsibilities 

Segment Operational Leadership 

• Translate segment strategy into operating plans, staffing models, budgets, KPIs, and quarterly priorities. 

• Own the segment’s business rhythm: weekly pipeline and forecasting, monthly KPI reviews, quarterly planning, and launch readiness. 

• Drive alignment across product lines while preserving product-specific positioning, workflows, and customer needs. 

• Identify and prioritize the highest-impact initiatives across growth, retention, customer experience, and operational scalability. 

• Own and further develop key vendor and strategic partner relationships (e.g., orthodontic service organizations, orthodontic practice management systems). 

• Develop and maintain a competitive intelligence system to assist in identifying product feature gaps, exploiting competitive advantages, and informing pricing & positioning decisions. 

Operational Excellence & Scalability 

• Build scalable processes and standard operating procedures (SOPs) across teams supporting the segment. 

• Improve operational efficiency through standardization, automation, tooling improvements, and structured change management. 

• Identify operational bottlenecks and lead cross-functional initiatives to resolve them (e.g., release readiness, implementation cycle time, support ticket drivers, integration issues). 

Product & Engineering Partnership 

• Represent the “voice of the segment” into Product and Engineering planning. 

• Partner on roadmap prioritization informed by customer needs, retention drivers, support trends, and growth strategy. 

• Ensure operational readiness for releases/migrations, including enablement, documentation, training, and customer communications. 

• Collaborate on reliability, security, and performance initiatives that materially improve customer outcomes. 

• Coordinate go-to-market readiness with Sales/Marketing (packaging changes, positioning shifts, enablement, launch checklists). 

Leadership and Team Development 

• Lead a cross-functional team spanning Sales, Marketing, Customer Success, Implementation, and Support (directly or via leaders). 

• Hire, develop, and retain strong leaders; set clear expectations, coaching, and accountability to outcomes. 

• Build an operating culture grounded in metrics, customer empathy, urgency, and continuous improvement. 

Qualifications (Required) 

• 10+ years of progressive leadership experience in operations, service delivery, or business operations in B2B SaaS, vertical SaaS, healthcare/dental tech, or similarly workflow-heavy software environments. 

• Demonstrated success partnering to achieve commercial outcomes (Sales + Marketing) and customer outcomes (CS/Support/Implementation) as a senior operator. 

• Proven ability to build operating systems: KPIs, forecasting rigor, cadence, playbooks, and scalable processes. 

• Strong cross-functional leadership with Product/Engineering; ability to translate customer needs into roadmap priorities. 

• Experience developing leaders and building high-performing teams. 

Qualifications (Preferred) 

• Experience with orthodontic/dental practice workflows and/or lab workflows (case/order management, scheduling, billing, production/case tracking, integrations). 

• Experience managing multi-product portfolios, pricing/packaging evolution, or product-line repositioning. 

• Experience with migrations, platform consolidation, or post-acquisition integration. 

• Familiarity with data privacy/security considerations in healthcare-adjacent environments (e.g., HIPAA considerations, SOC 2-aligned practices). 

• Experience operating in environments with incomplete integration, legacy systems, or post-acquisition complexity. 

Leadership Attributes 

• GM mindset: owns outcomes end-to-end, not functions in isolation. 

• Customer-first operator: improves experience while maintaining scalable cost-to-serve. 

• Metrics-driven: runs the business with dashboards, forecasting discipline, and accountability. 

• Systems thinker: builds repeatable processes that scale across products and teams. 

• Clear communicator: aligns executive stakeholders and frontline teams with clarity and urgency.
  
  
  
  
  
  Compensation and Inclusivity
  At PracticeTek and its brands—we carefully consider multiple factors when determining offers of employment, including market data, skills, and experience. The compensation range for this role is $185-215K.
  
  PracticeTek is an Equal Opportunity Employer, committed to fostering an inclusive environment. All applicants will receive fair and impartial consideration without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristics.