Manager, Product Training & Virtual TC Operations

Smile Doctors • Dallas, TX

22h

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. How you’ll make us better: 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

Requirements

• 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
• Strong analytical skills
• Strong virtual and in-person facilitation and presentation skills
• Strong oral and written communication skills

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