Operations Team Lead

Wisdom•New York, NY

9d•Remote

About The Position

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.

Requirements

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

Responsibilities

Drive Performance and Client Satisfaction: Track KPIs and progress across their 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, attend all new client huddles, and 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, 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 their portfolio, surface insights from QBRs and client feedback to strengthen the forecast model and preempt at-risk accounts before they reach cancellation, and 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, and keep communication open with regular team check-ins and updates.
Own Reporting, Operations, and Continuous Improvement: Independently oversee KPIs for their 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, and embrace innovation by designing and implementing new systems and tailored solutions that streamline workflows and address emerging challenges.