Manager, Product Training & Virtual TC Operations

Smile Doctors • Dallas, TX

21h

About The Position

The Manager, Product Training & Virtual TC Operations is responsible for designing, delivering, and evolving end-to-end education and training strategies that empower Treatment Coordinators (TCs), Virtual Treatment Consultants (VTCs), and clinic teams to confidently introduce Smile Express® to patients and parents. This position will also lead and oversee the day‑to-day operations of the VTC team.

Requirements

• Strong analytical skills
• Strong virtual and in-person facilitation and presentation skills
• Strong oral and written communication skills
• High School diploma required; Bachelor’s Degree in Business, Education, Organizational Development, Communications, Healthcare Administration, or a related field preferred
• Five (5) years of experience in a learning & development, training facilitation, or instructional design position required; virtual training preferred
• Two (2) years of supervisory experience required
• Experience with Learning Management Systems (LMS), Customer Relationship Management (CRM) tools, and virtual learning technologies preferred
• Experience in healthcare, dental, orthodontic, or other patient-facing service environments preferred
• Advanced knowledge of building and scaling training programs from the ground up
• Advanced knowledge of learning & development principles and adult learning theory
• Advanced knowledge of instructional design methodologies such as ADDIE or similar frameworks
• Advanced knowledge of curriculum development, facilitation, and training evaluation methods
• Intermediate knowledge of virtual training tools and digital learning platforms

Responsibilities

• Design, build, and manage the end-to-end Smile Express® education and training curriculum, including onboarding, reinforcement, and continuous improvement processes
• Create training materials aligned to adult learning principles and multiple learning styles
• Develop and facilitate virtual and in-person training sessions that equip TCs and other clinic team members with the communication skills needed to confidently introduce Smile Express®
• Ensure training supports patient and parent focused conversations, emphasizing trust, education, and accessibility while positioning Smile Express® as an affordable treatment option
• Evaluate training effectiveness using feedback, performance metrics, and adoption outcomes; continuously refine content and delivery methods
• Evaluate the effectiveness of the virtual consult workflows and technology, including analyzing feedback and VTC performance trends to inform process improvements
• Evaluate third-party virtual consult partners by analyzing frontline performance and providing insights to leadership; make recommendations on continued partnerships
• For virtual teams, track and report qualitative and quantitative feedback on technology usability, patient satisfaction, and scalability
• Identify gaps and barriers in the virtual consult journey, making recommendations for improvements and implementing new processes
• Provide guidance for TCs participating in Smile Express® virtual appointment pilots and implementations
• Partner cross-functionally with Marketing, Operations, and Clinic teams to align training, messaging, and product strategy
• Influence adoption of Smile Express®, supporting horizontal expansion across the organization
• Identify opportunities to enhance training tools, platforms, and delivery methods to support a growing, distributed workforce

Benefits

• Competitive salary
• Medical, dental, vision and life insurance
• Short and long-term disability coverage
• 401(k) plan
• 3 weeks paid time off in your first year + paid holidays
• Discounts on braces and clear aligners for you and your family members

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED