Director, Digital Practice Experience

Aspen Dental Management•Chicago, NY

3d•$130 - $185

About The Position

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members at more than 1,300 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet Pet Health Care. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale. As a reflection of our current needs and planned growth we are seeking an individual to join our organization as a Director, Digital Practice Experience supporting the Aspen Dental brand. The Director, Digital Practice Experience is responsible for shaping and delivering a best-in-class experience across Aspen Dental’s digital ecosystem. This role owns the end-to-end customer experience for digital workflows supporting dentures, implant planning and surgical guide design, and central manufacturing—ensuring practices have the support required to deliver excellent patient outcomes. This leader oversees multiple practice-facing service teams and will stand up a new real-time clinical record acquisition review function that ensures all cases entering the digital design process are complete, accurate, and ready for downstream execution. The role looks horizontally across digital operations to identify friction, drive simplification, and improve the experience for doctors, offices, and ultimately patients.

Requirements

Bachelor’s degree in Operations Management, Business, or related field (Master’s preferred).
10+ years of experience in continuous improvement, operations, or a related role, with proven success in applying Lean and Six Sigma methodologies.
Demonstrated ability to stand up new functions and scale them effectively, including offshore operations
Prior experience leading multi-team service or enablement organizations
Strong analytical and problem-solving abilities, with experience leveraging data to inform decisions.
Excellent communication and influencing skills, with the ability to align diverse stakeholders around common goals.

Responsibilities

Own the Digital Practice Experience
Serve as the single point of accountability for customer experience across Aspen’s digital denture design, implant planning and surgical guide design, and central print workflows.
Identify and address experience gaps across the digital ecosystem, balancing speed, quality, and clinical confidence.
Partner cross-functionally to improve patient, doctor, and office experience at scale.
Lead Practice-Facing Support Teams
Lead customer service teams handling both transactional and highly skilled support.
Set clear service standards, escalation paths, and performance metrics to ensure consistent, high-quality support.
Stand Up Clinical Record Acquisition Review
Build and scale a new real-time clinical record acquisition review function to validate that all required inputs (scans, images, prescriptions, records) are accurate and complete before entering the design process.
Reduce downstream delays, rework, and remakes by ensuring “right-first-time” case readiness.
Partner closely with clinical, quality, and design teams to define intake standards and continuous improvement opportunities.
Optimize the Digital Ecosystem
Look across digital operations to identify systemic friction, root causes, and opportunities to simplify workflows.
Translate customer pain points into actionable process, tooling, or capability improvements.
Support adoption of new digital capabilities by ensuring experiences are intuitive, supported, and scalable.
Leadership & Collaboration
Build, lead, and develop high-performing teams with a strong service mindset and clinical fluency.
Partner closely with Digital Design Operations, Quality Assurance, Design Excellence, Commercial Enablement, IT, Field Leadership, and Clinical leadership to ensure alignment and clarity of ownership.
Use data and voice-of-customer insights to inform priorities and measure impact.